IT SERVICE DELIVERY MANAGER
This role is not for everyone...
Maxsum Consulting is looking for a Service Delivery Manager who leads from the front — someone who owns outcomes, holds people accountable, and refuses to accept average performance.
If you are looking for a role where you simply manage tickets, avoid difficult conversations, or escape problems, this is not it.
The Challenge
You will:
* Own service delivery performance
* Lead and coach a Service Delivery team to consistently higher standards
* Address underperformance early, clearly, and constructively
* Take full accountability for client service experience - not just escalations
* Drive operational discipline, margin improvement, and continuous improvement
* Translate service metrics into action, results, and client confidence
This is a leadership role. You will be expected to set the standard, enforce it, and raise it.
What success looks like
* Clients trust you and rarely need to expand\
* Your team knows exactly what "good" looks like - and delivers it
* SLAs are met because the system works, not because people are firefighting
* Service margins improve because inefficiency is actively addressed
* Performance issues are managed, not avoided
This role is for you if:
* You have successfully led service or operations teams in an MSP or IT services environment
* You are comfortable coaching people - including having uncomfortable performance conversations
* You understand managed services economics and care about margin, not just effort
* You take ownership instinctively and don't wait to be told what to fix
* You want authority and accountability
This role is not for you if:
* You prefer harmony over accountability
* You avoid confrontation
* You see leadership as task coordination rather than people development
* You wait for permission to act
Why Maxsum?
* Real leadership authority, not a title without impact
* Direct access to senior decision‐makers
* A business that values ownership, discipline, and continuous improvement
* The opportunity to build a team and service function you're genuinely proud of
Bendigo | Full‐time
If the requirements of this role make you uncomfortable - it's probably not for you.
On the other hand, if this description excites you and you're up for the challenge - we want to talk.
Apply via LinkedIn or reach out for a confidential discussion.
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