Service Delivery Manager

Full-time role supporting geographically dispersed teams and clients across three business units in Perth, Brisbane and Adelaide. The successful candidate can be based on any of these offices, with flexibility and travel required to maintain strong leadership presence and customer engagement across each location.

The Service Delivery Manager leads end-to-end service delivery, ensuring client satisfaction, operational performance and financial targets are achieved. This role has direct leadership responsibility for the Technical Team Leads and Customer Success Manager, and is accountable for resource allocation, team performance, customer outcomes, escalations and service performance.

The role acts as the primary owner of service outcomes, aligning customers, vendors, operations and internal stakeholders to drive stability, consistency, efficiency and continuous improvement.

The duties and responsibilities of Service Delivery Manager include but are not limited to the following:

• Owns end-to-end service delivery, ensuring SLAs, KPIs, customer commitments and contractual obligations are consistently achieved.
• Provides direct leadership, coaching and accountability for Technical Team Leads and the Customer Success Manager, ensuring consistent execution, effective prioritization and strong team ownership across all locations.
• Oversees incident, request, change, and problem management, serving as escalation owner for major incidents and driving effective Major Incident Management, including communication and post-incident reviews.
• Ensures efficient workload prioritization, adherence to service standards, and process consistency.
• Leads customer success and service management activity, providing senior-level support, managing escalations, conducting service reviews, and building trusted client relationships through clear, professional communication.
• Drives continuous improvement by analyzing service metrics, identifying trends, leading root cause analysis, and implementing preventative actions to enhance efficiency, consistency, and customer experience.
• Maintains financial accountability by working across Finance, Operations and Sales to optimize profitability.
• Provides leadership through coaching, performance management, recruitment, workforce planning, and fostering a positive, compliant, and development-focused team culture.

Successful candidate must possess:

• Experienced MSP leader with 5+ years in service delivery roles
• Proven experience managing SLA-based, multi-client environments
• Strong ITIL process experience (Incident, Problem, Change)
• Demonstrated leadership of geographically dispersed technical, service delivery and customer success teams
• Ownership of escalations and major incident management
• Proven ability to engage, influence and challenge stakeholders at all levels (technical teams through senior customer and internal leadership)
• Strong customer-facing experience with the ability to build and maintain trusted relationships
• Data-driven approach to service performance and continuous improvement
• Proven experience leading and embedding service delivery improvements or operational change in an MSP environment
• Highly self-motivated with a strong sense of ownership and accountability for end-to-end service outcomes across multiple business units, proactively identifying and resolving issues without reliance on escalation
• Experience with ConnectWise (preferred) or similar MSP platforms (e.g. Autotask, ServiceNow)
• ITIL certification or formal service management training (desirable but not mandatory)
• Exposure to service delivery transformation or process standardization
• Experience with service financials (cost, utilization, profitability) is desirable
• Experience contributing to executive-level customer engagements is desirable
• Experience working within team-based service ownership models is desirable