Service Delivery Manager
This range is provided by Monvia. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
A$140,000.00/yr - A$160,000.00/yr
Direct message the job poster from Monvia
Chief People & Culture Officer @ Monvia| People Operations Specialist
Newly created role of Service Delivery Manager.
3 days onsite in Sydney.
Applications close 5 January 2026, and interviews will commence that week
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.
* 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.
* 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.
Seniority level
Seniority level
Mid-Senior level
Employment type
Employment type
Full-time
Job function
Job function
Information Technology
Industries
Financial Services and IT Services and IT Consulting
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