Join to apply for the Service Delivery Manager role at Mantel
Join to apply for the Service Delivery Manager role at Mantel
Mantel Group is an Australian-owned technology consulting business with capabilities across Cloud, Digital, Data, Delivery & Security. Since our inception in November 2017, we have experienced remarkable growth across Australia & New Zealand and are honoured to be recognised as a Great Place to Work for 5 years in a row
We hire smart and talented people and get out of their way. As a principle-based organisation, we have a flat structure with no hierarchy. By focusing on our five principl es and avoiding unnecessary red tape, we trust you to get the job done.
Managed Servi ces
At Mantel, our Managed Services capability is more than just support - it's a strategic partnership designed to help our customers achieve their full potential. We're seeking a senior Service Delivery Manager to lead this partnership, moving beyond traditional ticket management to deliver a proactive, data-driven, and cloud-native managed experience.
This is an opportunity to work with a team of passionate professionals, shaping the future of service delivery for our clients by leveraging next-generation technologies in digital, cloud, data and cyber. We meet our customers where they are, and you will be the one building the roadmap to get them where they need to go.
About the role
As we continue to experience rapid growth, we are seeking an Agile-focused Service Delivery Manager to play a pivotal role in our success. In this role, you won't just manage services; you will lead the charge on technical evolution and operational excellence for our most important clients. Your mission is to transform traditional support into a strategic partnership, championing modern practices like SRE and DevOps to ensure our clients not only have stable systems but also a clear roadmap for innovation.
This is a unique hybrid role for a leader who thrives on variety and making a meaningful impact. You will serve as the primary strategic advisor to your clients while also providing hands-on, billable delivery oversight for key projects. Success in this role requires a blend of deep technical credibility, sharp commercial acumen, and the ability to build trusted relationships that drive both client value and Mantel's growth.
As a leader in our Managed Services team, you will focus on four key areas:
Strategic Client & Partner
* L eadership Own and develop the strategic relationships with key customers and partners, acting as their primary point of contact and trusted advisor.
* Lead collaborative planning sessions, prioritising work against the team's capacity to ensure alignment with client objectives.
* Serve as a key point of escalation for high-severity incidents, providing leadership and ensuring clear communication throughout the resolution process.
Agile Delivery & Operational
* ExcellenceUtilise your deep knowledge of Agile practices to deliver and continuously improve our Service Delivery Management function
* Take end-to-end ownership of customer environments, coordinating engineers and consultants to ensure operational stability and technical evolution
* Liaise with engineering teams, clients, and vendors to build, prioritise, and manage the delivery backlog effectively
Commercial Ownership & Governance
* Provide hands-on, billable oversight for key projects, covering high-level architecture, team management, and delivery.
* Perform project governance activities, including managing scope, budget, and backlog, to ensure commercial success.
* Proactively identify and advise Mantel Group management of potential follow-on business opportunities within your accounts.
* Provide people leadership, guidance, and mentorship to both client stakeholders and Mantel Group engineers.
* Provide oversight and guidance to engineers of all levels, empowering them to identify and complete tasks with minimal supervision.
* Champion continuous learning for yourself and the team, including obtaining new certifications and building knowledge of our service offerings.
About you
We're looking for a seasoned leader with a passion for building high-performing teams and driving client success. You are a natural problem-solver who is just as comfortable discussing high-level strategy with a client as you are mentoring an engineer or managing a
project budget.To be successful in this role, you will likely have:
* Demonstrated experience in a senior Service Delivery, Engagement Management, or technical project leadership role, preferably within a technology consultancy or Managed Service Provider.
* Deep-rooted expertise in Agile and Lean methodologies, with a track record of applying them to improve service delivery and project outcomes.
* Strong understanding and proven experience in applying ITIL principles to manage IT service delivery, including incident, problem, and change management.
* Ability to leverage ITIL to optimise service quality, improve efficiency, and align IT services with business objectives, including defining and managing SLAs.
* Strong commercial acumen, with proven experience managing project scope, budgets, backlogs, and identifying new business opportunities.
* Experience in a servant-leadership capacity, with the ability to guide and mentor technical teams and client stakeholders.
* Technical credibility and a solid understanding of modern cloud platforms (AWS, Azure, GCP), DevOps culture, and SRE principles.
* Exceptional communication and stakeholder management skills, with the ability to build trusted relationships and act as a source of reliable, professional advice.
What you can expect from us:
* We know you won't have one job for life. At Mantel, we believe in supporting our team in taking their careers in a direction that aligns with their passions. We have internal opportunities across Cloud, Data, Digital, Delivery & Security.
* You'll get all the tools you need to hit the ground running, including a new phone, laptop & swag.
* We believe in unique experiences for all. Our My Deal program allows you to tailor your yearly plan, with the support of your Leader, to decide on what's most important to you. That might be extra professional development, extra annual or parental leave, time to work on your side hustle, or something else completely different One size does not fit all.
* You'll be genuinely supported by an organisation that cares not only about you but also about your family. Mantel Group offers Flexible Personal Leave options for those unplanned moments in life.
* We support a flexible hybrid approach to working, which is guided by our principles; we trust each other to "make good choices" about the best workplace locations for the requirements of the project, role and client. This can change based on our client's needs.
Click 'Apply' to be considered for this role, and our Talent team will be in touch.We value a diverse workplace and strongly encourage people from all backgrounds and minori ty groups to apply.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology and Project Management
* Industries
Technology, Information and Media
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