Service Delivery ManagerThis 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 rangeA$140,******/yr - A$160,******/yrDirect message the job poster from MonviaChief People & Culture Officer @ Monvia| People Operations SpecialistNewly created role of Service Delivery Manager.3 days onsite in Sydney.Applications close 5 January ****, and interviews will commence that weekMonvia 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 levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionInformation TechnologyIndustriesFinancial Services and IT Services and IT ConsultingReferrals increase your chances of interviewing at Monvia by 2xSign in to set job alerts for "Service Project Manager" roles.Sydney, New South Wales, Australia 2 weeks agoDeployment Operations, Technical Project ManagerSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 5 months agoKurnell, New South Wales, Australia A$125,******-A$135,******** week agoNorth Sydney, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 4 days agoNorth Sydney, New South Wales, Australia 2 days agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 5 hours agoSydney, New South Wales, Australia 1 day agoTechnical Project Manager (Equipment Design)Kurnell, New South Wales, Australia A$130,******-A$140,******** weeks agoParramatta, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 1 month agoSydney, New South Wales, Australia 2 weeks agoSenior Project Manager (Technical) – Hybrid in Canberra/Melbourne/Sydney each weekSydney, New South Wales, Australia 22 hours agoPymble, New South Wales, Australia 2 weeks agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 6 days agoSenior Manager (Fulfilment & TW Delivery)Sydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 2 days agoTechnical Delivery Manager (Technical Engagement Manager II)Sydney, New South Wales, Australia 6 days agoHornsby, New South Wales, Australia 6 days agoSydney, New South Wales, Australia 1 day agoSydney, New South Wales, Australia 5 days agoSydney, New South Wales, Australia 2 days agoWe're unlocking community knowledge in a new way.
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