Job Title
Service Delivery Manager
Company
AXE Group
Job Type
Permanent – Full Time
Location
Sydney
Job Category
Information Technology
Job Details
Newly created role of Service Delivery Manager.
3 days onsite in Sydney.
Applications close 5 January ****, and interviews will commence that week.
Job Description
Monvia is looking for a Service Delivery Manager (SDM) is responsible for ensuring the efficient delivery of IT-enabled services (ITIL) to clients, maintaining service quality, and driving continuous improvement.
The role requires strong leadership, stakeholder management, and operational oversight to meet SLAs, KPIs, and client expectations.
Responsibilities
Manage end-to-end service delivery for ITIL operations, ensuring adherence to SLAs, OLAs, and KPIs.
Act as the primary point of contact for clients regarding service performance, escalations, and resolution management.
Coordinate with cross-functional teams including operations, technical support, and process teams to ensure timely service delivery.
Monitor, analyse, and report on service performance, identifying trends, risks, and opportunities for improvement.
Drive continuous improvement initiatives, process optimization, and cost-efficiency measures.
Lead and mentor service delivery teams to ensure high performance, motivation, and adherence to company standards.
Manage client escalations effectively, providing timely resolutions while maintaining client satisfaction.
Ensure compliance with organizational policies, industry standards, and regulatory requirements.
Collaborate with sales and account management teams to support contract renewals, expansions, and new opportunities.
Desired Skills And Experience
Strong understanding of IT-enabled services (BPO, ITSM, KPO, or similar operations).
Excellent client relationship management and communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Ability to manage multiple priorities and teams in a dynamic environment.
Experience with ITIL frameworks, service management tools, and reporting dashboards.
Leadership skills to manage, mentor, and motivate teams effectively.
Qualifications & Experience
Bachelor's degree in IT, Business Administration, or related field.
5–10 years of experience in ITIL service delivery, with at least 2–3 years in a managerial role.
Proven track record of managing service delivery in multi-client environments.
Experience with SLA management, operational reporting, and client escalations.
ITIL certification is a plus.
Senior Level
Mid-Senior level
Employment Type
Full-time
Job Function
Project Management and Information Technology
Industries
Software Development
#J-*****-Ljbffr