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.
Position Details
* Location: Brisbane City (Full-time, Onsite)
* Position: Full-time
* Must be: Australian or NZ Citizen or PR Holder
About Us
* 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
Responsibilities and Qualifications
As the Service Delivery Manager, you will take full ownership of service delivery, customer experience, and operational performance.
* 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
* 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
* 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
* 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
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