Job Description
Come join us
We are seeking a Service Delivery Manager to join our Shared Services Delivery Team. This role works in close partnership with our customers, ensuring high-quality delivery and driving overall operational excellence. You will play a pivotal role in maintaining the client relationship and being part of the broader team that supports our clients' environments. Together we do what matters.
What you will do:
* Act as the primary liaison for assigned clients, building trust and proactively overseeing their IT needs and client relationship.
* Monitor service delivery, troubleshoot issues, and coordinate rapid resolution to maximise uptime and user experience.
* Provide clients with regular service delivery reports, highlighting system health, service metrics, and actionable insights.
* Grow revenue by identifying upsell and cross-sell opportunities.
* Cultivate long-term partnerships with clients, vendors, and internal teams, acting as a trusted advisor for technology delivery.
* Champion client interests and feedback within Avanade, driving service improvements and innovation.
* Organise client meetings, business reviews, and educational events to enhance engagement and demonstrate value.
* Follow delivery management and governance guidelines for managed service portfolio.
* Drive contracts to utilise the relevant suite of delivery tools and systems to enhance delivery rigor.
About you
Characteristics that demonstrate success for this role:
* Analytical, curious, agile
* Team player and good communicator
* Problem-solver, patient and quality-driven
* Self-motivating
* Innovative mindset
You must have Australian Citizenship to be considered for this position.
Enjoy your career
Some of the best things about working at Avanade:
* Opportunity to work for Microsoft's Global Alliance Partner of the Year (14 years in a row), with exceptional development and training (minimum 80 hours per year for training and paid certifications)
* Real-time access to technical and skilled resources globally
* Dedicated career advisor to encourage your growth
* Engaged and helpful coworkers genuinely interested in you
Find out more about some of our benefits
Employee Benefits at Avanade | Avanade
A great place to work
As you bring your skills and abilities to Avanade, you'll get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You'll join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise. You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. It's all here, so take a closer look
We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees.
Create a future for our people that focuses on:
• Expanding your thinking
• Experimenting courageously
• Learning and pivoting
Inspire greatness in our people by:
• Empowering every voice
• Encouraging boldness
• Celebrating progress
Accelerate the impact of our people by:
• Amazing the client
• Prioritizing what matters
• Acting as one
Qualification
Skills and experiences
* Minimum 3 years' experience in client success or account management, within an MSP or IT services environment.
* Good communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
* Strong negotiation, problem-solving, and analytical abilities, especially relating to IT solutions and service delivery.
* Highly organised, self-motivated, and results-driven, with a passion for technology and client satisfaction.