Are you passionate about delivering an exceptional customer experience?
Do you have around two years' industry experience in IT or Managed Services and want to grow your career with one of Australia's most awarded technology companies?
Macquarie Telecom is looking for a
customer-centric, Associate Service Delivery Manager (ASDM)
to join our high-performing Service Management team.
You will support customers, helping them get the most out of their IT environments through seamless service delivery, insightful reporting, and operational excellence.
Why Join Us?
At Macquarie Telecom, we don't just "service" customers — we live and breathe excellent service and as a result, our Net Promoter Score (NPS) is one of the best in the World
We offer:
A clear pathway to
Service Delivery Manager, Technical Services Manager, Account Manager or Portfolio Manager
roles
Exposure to a broad range of technologies
A supportive team of Technical Service Managers, Enterprise Service Managers and IT experts
If you thrive in a structured, customer-facing environment where no two days look the same, this is a place you can accelerate your career.
About the role
As an
Associate Service Delivery Manager
, you will support the operational delivery for a broad range of customers, ensuring they receive high-quality support from onboarding through to BAU.
Customer Experience & Service Delivery
Build strong relationships with IT Managers and operational stakeholders
Facilitate regular service reviews, performance reporting and issue resolution
Support organic growth, identifying upgrade or optimisation opportunities
Manage escalations professionally, keeping calm under pressure
Project & Implementation Support
Coordinate smaller customer site migrations, upgrades and change activities
Ensure accurate documentation, billing set-up and operational handover
Work closely with Technical Service Managers to deliver service improvements
Operational Excellence
Govern incident, problem and change management workflows
Produce high-quality reports, insights and service improvement recommendations
Champion best practices in service management, communication and delivery
About You
You will be successful in this role if you have:
Experience
? Around
2 years' experience
in an IT or Managed Services environment
? Experience working in a
medium to enterprise-scale
organisation
? Strong exposure to
service delivery, customer support or IT operations
? A background in IT — e.g., infrastructure, hosting, cloud, managed services
? Experience resolving customer issues and coordinating internal teams
Strengths
You are
customer-obsessed
, empathetic and solutions-focused
You communicate clearly — verbally, in writing and in high-quality reports
You can manage competing priorities with calm and professionalism
You build trust quickly and enjoy long-term relationship management
You are hungry to learn, open to change, and enjoy working in a fast-paced environment
Bonus (not required)
ITIL, PRINCE2, Agile certifications
Experience with project coordination or service improvement planning
What's In It for You?
A structured training path — complete 4 industry certifications over 2 years
Exposure to best-practice service management standards
A stable, high-growth tech company with strong customer values
Hybrid work flexibility
A chance to make a genuine impact across your customer portfolio
Ready to accelerate your career?
Apply now and join a team that is redefining customer experience in the IT industry.
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