Service Delivery Manager
Service Management · MSP Operations · Customer Success · ITIL · Microsoft Stack · Cybersecurity
A growing Managed Service Provider is seeking a Service Delivery Manager to own end-to-end service delivery across a portfolio of SMB customers. This role is critical to ensuring service quality, customer satisfaction, and operational excellence within a fast-paced MSP environment.
This is a hands-on leadership role suited to someone who understands the realities of small MSPs, enjoys being close to customers and technical teams, and takes accountability for outcomes.
* Location:
Brisbane City (Full-time, Onsite)
* Position:
Full-time
* Salary:
$120,000 + Super
* Must be:
Australian or NZ Citizen or PR Holder
WHO ARE WE?
* An established Managed Service Provider delivering end-to-end IT support, cloud services, cybersecurity, and managed solutions to SMB customers
* Focused on reliability, transparency, and long-term customer partnerships
* A collaborative environment where service ownership, accountability, and continuous improvement are valued
* A business where the Service Delivery Manager plays a visible, influential role across customers and internal teams
WHAT WILL YOU BE DOING?
As the Service Delivery Manager, you will take full ownership of service delivery, customer experience, and operational performance.
Your responsibilities will include:
* Taking full ownership of service delivery, customer experience, and operational performance
* Managing customer relationships, escalations, and service expectations
* Driving SLA performance, service maturity, and operational efficiency
* Leading technical teams to deliver reliable, scalable MSP services
* Using service reporting to identify risks, trends, and improvement opportunities
* Supporting contract renewals, service optimisation, and customer retention
WE NEED YOU TO HAVE…
* Proven experience in a Service Delivery Manager, Service Manager, Operations Manager, or senior service desk leadership role
* Strong background working within an IT Managed Service Provider
* Experience managing multiple SMB customer environments simultaneously
* Hands-on experience managing SLAs, KPIs, service reviews, and customer escalations
* Solid technical understanding across: Microsoft 365, Azure, Networking fundamentals, Endpoint management and Cybersecurity services
* Experience working with ITSM frameworks and ITIL-aligned processes
* Confidence using PSA, RMM, and ticketing platforms
* Strong stakeholder management and customer-facing communication skills
* Ability to lead, influence, and hold technical teams accountable
* Commercial awareness around scope management, renewals, and service profitability
* Strong organisational skills and ability to work full-time onsite
IT'S NICE TO HAVE…
* ITIL certification
* Experience in small to mid-sized MSPs with lean teams
* Background as a technical engineer or service desk lead
* Exposure to cybersecurity governance, compliance, or risk management
* Experience improving service maturity, documentation, and standard operating procedures
TO BE CONSIDERED…
* Please apply online or email your CV directly to
* For further information, call
* If unavailable, please leave a message and you will receive a prompt callback
By applying, you would like to have your details reviewed and submitted (subject to suitability) to our client in relation to this vacancy.
KEY SKILLS:
Service Delivery · MSP · ITIL · SLA Management · Customer Success · Microsoft 365 · Azure · Networking · Cybersecurity · Endpoint Management · PSA · RMM · ITSM · Operations Management · Stakeholder ManagementService Management · MSP Operations · Customer Success · ITIL · Microsoft Stack · Cybersecurity