Service Delivery Manager
- Canberra, ACT
- $120,000-180,000 per year
- Permanent
- Full-time
- Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded.
- Coordinate with technical and operational teams to align services with client requirements.
- Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.
- Act as the main escalation point for customers, ensuring timely resolution and proactive communication.
- Collaborate with Technical Support teams and external vendors to provide operational guidance and strategic direction.
- Identify and mitigate operational risks that may impact contractual obligations.
- Lead customer communications, including regular service review meetings.
- Build and maintain strong customer relationships through regular remote and in-person engagements.
- Act as a trusted advisor, aligning service delivery with clients' business needs and objectives.
- Tailor communication for various audiences to ensure clarity and alignment.
- Manage incident escalations and remove roadblocks, applying ITIL principles and best practices.
- Produce and present monthly service reports, including SLA performance, incident metrics, and root cause summaries.
- Recommend service improvements and risk mitigation strategies based on service trends.
- Ensure compliance with internal governance, security, and regulatory standards.
- Demonstrated experience delivering services that meet or exceed SLAs and KPIs.
- Proven ability to coordinate across technical, operational, and vendor teams.
- Strong focus on continuous improvement and service optimisation.
- Effective customer engagement and escalation management skills.
- Experience in providing operational guidance and identifying service risks.
- Skilled in leading service communications and review sessions with clients.
- Strong relationship-building capabilities and ability to act as a trusted advisor.
- Experience applying ITIL principles to manage and resolve incidents.
- Proficiency in preparing service reports with actionable insights and recommendations.
- Knowledge of governance, security, and regulatory compliance requirements.
- An active NV1 security clearance is required to be eligible for this role.
- Hybrid working (for majority of our roles) with team anchor days to support collaboration.
- Extensive training and development opportunities that enable continual growth as part of your career planning.
- Extensive discounts and benefits to maximise your money.
- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.