Overview
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 supporting our clients' environments.
What You Will Do
* Act as the primary liaison for assigned clients, building trust and proactively overseeing their IT needs.
* Monitor service delivery, troubleshoot issues, and coordinate rapid resolution to maximise uptime and user experience.
* Provide clients with regular delivery reports, highlighting system health, 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 the managed service portfolio.
* Drive contracts to utilise the relevant suite of delivery tools and systems to enhance delivery rigor.
About You
* 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.
Qualifications
* 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.
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