Service Delivery Manager

📋 Description

• Own the service delivery relationship for an assigned portfolio of clients, acting as the main
• Lead monthly service reviews, quarterly business reviews (QBRs), and other governance meetings
• Monitor service-level agreements, incident priorities, service targets, and operational metrics
• Manage client complaints, major incidents, service escalations, and formal responses, maintaining
• Work closely with technical teams, practice leads, and other stakeholders to resolve service
• Identify opportunities to improve service quality, operational efficiency, and client outcomes

🎯 Requirements

• 3–6 years of experience in service delivery, IT account management, or a comparable client-facing
• Strong understanding of IT service management (ITSM) principles, service-level agreements
• Demonstrated experience managing client relationships at a governance level, including facilitating
• Proven ability to manage customer complaints, major incidents, service recovery, and sensitive
• Understanding of service scope, billing inquiries, contractual obligations, change requests, and
• Comfortable using ITSM platforms such as Freshservice or equivalent tools, alongside Microsoft

🎁 Benefits

• Fully remote working arrangement based in Australia, with flexibility over where and how you work
• Greater autonomy in managing your schedule while balancing client commitments and personal
• Access to professional development resources, training, and certification opportunities to
• Join a supportive, globally connected team that values teamwork, accountability, honesty
• Opportunities to take ownership, contribute new ideas, build processes, and develop your expertise
• Exposure to evolving technology solutions, including Microsoft technologies, AI, and cybersecurity