Service Delivery Manager
- Western Australia
- Permanent
- Full-time
As SDM, you’ll be responsible for embedding repeatable processes, uplifting service maturity, and leading continuous improvement initiatives across their MSP operations. This is a strategic position, offering the opportunity to shape the future of our service model and play a key role in our ongoing growth journey.Key Responsibilities
- Standardise Delivery Processes: Implement frameworks for SLAs, escalation management, time tracking compliance, and service reporting.
- Build Accountability Structures: Define and track key performance indicators (KPIs) across service delivery teams, aligning internal performance with client expectations.
- Optimise Vendor & Partner Management: Increase visibility of rebate and commercial opportunities, ensuring external partnerships are fully leveraged.
- Enhance Cybersecurity & Operational Practices: Embed best-practice standards for operational resilience and security alignment.
- Drive Service Scalability: Develop SOPs, handover protocols, and reduce key-person dependencies to support long-term growth.
- Improve Client Experience & Retention: Elevate service quality and reliability to support stronger client satisfaction and long-term retention.
- Consistently high SLA performance and significantly reduced response times
- Documented and adopted SOPs across all service functions
- Strengthened security and operational alignment with industry standards
- Strong internal accountability and performance tracking
- Improved vendor engagement and rebate optimisation
- High client satisfaction scores and reduced churn
- Proven experience designing and implementing ITIL-based Incident, Request, and Problem Management processes
- Deep hands-on experience with ConnectWise Manage – automation, SLA tracking, ticketing workflows, and reporting
- Demonstrated success leading service desk and field teams across distributed environments
- Track record of reducing first response times and improving SLA adherence
- Experience building SOPs and internal knowledge bases (e.g. reducing onboarding time)
- Proficient in creating dashboards and operational reporting to drive proactive support
- Strong stakeholder engagement – ideally with exposure to the education sector
- Technical background