About this role
Job Description
This is an exceptional opportunity for a seasoned Service Delivery Manager to support a highly reputed account based in Collingwood. The role of Service Deliver Manager will be the pivotal link between technical teams and customers, owning end-to-end service performance, ensuring contractual commitments are met, and driving continuous improvement across the scope of services - Microsoft aligned such as Infrastructure, Azure, Identity and Access Management, M365, SOE/MOE.
The ideal candidate will have some level of technical understanding however will have a technical team to support all activities.
Main Responsibilities:
* Build and maintain strong relationships with customer stakeholders, acting as their trusted advisor
* Evaluate and improve service delivery performance, aligned with contractual SLAs and KPIs
* Own Vulnerability Management to ensure highly secure services
* Drive service reviews, reporting, and improvement initiatives across Hybrid Cloud environments (Microsoft infrastructure, Office 365, modern workplace, IAM)
* Manage commercial obligations, including forecasting, reporting, contract adherence and run governance meetings
* Collaborate closely with internal engineering teams to resolve issues, plan enhancements, and ensure smooth service transitions
* Champion a culture of accountability, continuous improvement, and operational excellence
* Managing two Operations Managers supporting infrastructure services and cloud services (team of 35)
About you
* You're a confident communicator and a proactive leader with a strong sense of ownership
* You excel in managing customer relationships, understand the technical landscape well enough to influence outcomes, and keep a sharp eye on commercial performance
* Proven experience in service delivery, account management, or operational leadership roles within IT services
* A strong understanding of Microsoft technologies — including Office 365, Azure, Windows Server, and identity solutions
* Experience managing SLAs, reporting frameworks, and service improvement plans
* Commercial acumen — capable of managing budgets, contracts, governance forums
* A passion for customer success, team collaboration, and continuous service improvement
About us
We are a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We're driven by a shared passion for technology, customer success, and community impact.
Our team is dedicated to delivering world-class capabilities with a local touch, helping shape the future of tech, here and beyond.
We value individuality and foster an inclusive culture where everyone feels valued, supported, and proud of the work they do.
What we offer
* Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews
* Advance your career – Access new roles via our internal 'Opportunity Marketplace' careers hub
* Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting)
* Celebrate together – Social events, cultural celebrations, end-of-year functions and more
* Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access