Run Stronger. Evolve Faster. Perform Smarter with NRI
Ready to shape what’s next? At NRI, we turn technology into intelligence, delivering solutions that drive measurable business outcomes. Join our team of 3,500+ local experts backed by a global network of 16,000 team members and work on projects that truly make a difference for Australia’s leading organisations.
Our Managed Services team ensures businesses operate at peak efficiency, resilience, and scale. Join us to manage and optimise IT landscapes for leading organisations, delivering seamless, reliable, and measurable outcomes every day.
We are seeking an experienced Service Delivery Manager to lead the delivery of ICT services for a key client based in Geelong. Success in this role will come from your ability to influence outcomes, foster strong working relationships and bring together technical teams, vendors and client stakeholders to achieve shared goals.
This role is ideal for a seasoned Service Delivery Manager who thrives on building strong client relationships and navigating complex stakeholder environments. Working closely with a key customer, you will act as the trusted face of service delivery, driving positive outcomes, managing expectations, resolving challenges and ensuring services continue to meet business needs.
Working closely with client stakeholders, technical teams and vendors, you will be responsible for maintaining strong service outcomes, managing operational risks, overseeing major incidents and ensuring services are delivered in line with agreed service levels and business objectives.
Key Responsibilities
* Leading the day-to-day delivery of ICT managed services across multiple service towers
* Building and maintaining strong relationships with client stakeholders at all levels
* Managing service performance against SLAs, KPIs and contractual obligations
* Leading and developing local and offshore technical teams
* Driving continual service improvement initiatives and operational efficiencies
* Managing major incidents, escalations and service restoration activities
* Overseeing vendor performance and third-party service providers
* Managing operational budgets, forecasting and reporting activities
* Supporting business continuity, disaster recovery and operational resilience planning
* Producing and presenting service reports, governance packs and operational updates
Qualifications
* Proven experience in IT Service Delivery Management within a managed services or complex enterprise environment
* Strong leadership experience managing technical and operational teams
* Excellent stakeholder engagement and customer relationship management skills
* Demonstrated experience managing service governance, SLAs and operational performance
* Experience managing budgets, vendors and service improvement programs
* Sound understanding of ITIL principles and service management best practice
* Exposure to infrastructure environments including Wintel, networking, storage and related technologies
* Current Australian Driver’s Licence
This role is primarily based onsite in Geelong with occasional travel between client sites and participation in major incident management activities when required.
Take the next step with us. Apply now and make a real impact.
Your skills. Our impact. Together unstoppable. At NRI, you’ll work on meaningful projects, tackle complex challenges, and see the tangible difference your expertise makes. We value diverse experiences and perspectives, creating an inclusive, collaborative, and high-performing workplace.
NRI Australia & New Zealand is committed to building a culturally diverse and inclusive workplace and strongly encourages applications regardless of gender, age, ethnicity, sexual orientation, or disability.
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