* Lead the ongoing delivery and performance of a high-impact SaaS platform used by Domain clients.
* Build trusted partnerships with senior stakeholders while driving operational excellence.
* Hybrid working, supportive team and a pipeline of interesting and meaningful work.
About the Role
As a Service Delivery Manager and leading a small team of 3, you'll play a key role in ensuring the seamless delivery, performance and continual improvement of our technology services for a key client group. Acting as a trusted advisor to senior stakeholders, you'll combine operational leadership with strong relationship management to ensure our platform delivers real value, stability and long‐term success.
Working closely with Product, Engineering and delivery teams, you'll oversee the end‐to‐end service lifecycle - from day‐to‐day operations through to service improvements and governance. This role sits at the centre of our client relationships, ensuring customer insights translate into meaningful platform enhancements and service innovation.
Put simply, our data solutions offerings make us a true market leader! This is a unique opportunity to join a unique \"business within a business\", in a very supportive and close‐knit culture with a huge pipeline of interesting and varied projects on the horizon to look forward to.
In a typical day you can expect to:
* Own end‐to‐end service delivery across BAU operations - ensuring performance, stability and customer success.
* Act as the primary client contact, building strong executive relationships and managing escalations when needed.
* Lead service governance forums - providing clear reporting, driving prioritisation and managing risks and issues.
* Partner with Product and Engineering teams to ensure customer feedback informs platform enhancements and delivery priorities.
* Establish and maintain scalable service delivery frameworks, ensuring the right resources and processes are in place to support clients.
* Track service performance through meaningful dashboards, reporting and KPIs that provide visibility for internal and client stakeholders.
* Manage demand planning, service improvements and change impacts to ensure smooth ongoing operations.
* Contribute to a high‐performing, collaborative team culture while embedding best practice service management approaches.
Why Join Us
We're the right‐sized business for you to make a real impact, with a workplace culture where you can be you. There's so many perks! Here's some of the favourites...
* Up to 20 weeks paid parental leave for primary carers.
* Novated leasing through Autopia.
* Leadership development programs, LinkedIn Learning and more.
* Regular social events including our famous Innovation Days and annual BBQ!
Our Ideal PersonESSENTIALS:
* Bachelor's degree or equivalent from an accredited university or college.
* ITIL certification or equivalent service management qualification.
* Experience managing service delivery in SaaS, technology or large enterprise environments.
* Strong experience managing SLAs, KPIs, governance frameworks and risk registers.
* Proven stakeholder and relationship management skills, particularly with senior clients.
* Experience working closely with Product and Engineering teams in a technology environment.
* Strong communication and reporting skills, with the ability to present insights to senior stakeholders.
* Highly organised and capable of balancing operational delivery with continuous improvement.
NICE TO HAVES:
* Exposure to the ServiceNow platform.
Equity, Diversity & Inclusion
Domain is enthusiastically and unapologetically committed to fostering an equitable, inclusive work culture which reflects our customers and communities. We are proactively looking for candidates from all lived experiences, including people with disability, and people of all ages, ethnicities, cultures (including Aboriginal and Torres Strait Islander Peoples), faiths, sexual orientations, and gender identities (including trans and non‐binary people).
We are committed to providing an equitable recruitment process for people with disability. If you require adjustments during the process we're here to support. If you wish to receive this job advertisement in an accessible format, or have a confidential chat about workplace adjustments, please contact our Equity, Diversity and Inclusion team at, or leave a message on 1300 858 356 and we will get back to you.
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