IT Service Delivery Manager
Full-time
Geelong region
We are a growing managed IT services provider supporting a large and diverse customer base across multiple industries. With a well-established service desk, project team and security practice, we are now looking for an experienced IT Service Delivery Manager to lead service operations, uplift delivery standards and help scale the business as we continue to grow.
This is a senior leadership role with real influence. You will be responsible for the day-to-day performance of service delivery, the development of a high-performing technical team, and ensuring customers receive consistent, secure and well-documented outcomes.
About the role
You will own service delivery end to end, ensuring customers receive reliable, high-quality support while the internal team is set up for success. This includes managing people, processes, service metrics, escalations and continuous improvement initiatives.
You will work closely with the General Manager, project delivery, security and onboarding teams to ensure new customers transition smoothly into support and that existing customers continue to mature in their technology and security posture.
Key responsibilities
· Lead and manage the service delivery function across a large managed services environment
· Own SLAs, KPIs and service performance, ensuring issues are identified early and addressed proactively
· Provide strong leadership, coaching and support to service desk and technical staff
· Manage escalations and act as a senior point of contact for customers when required
· Drive continual improvement of service processes, tooling, documentation and standards
· Ensure environments are well documented, secure and aligned to agreed technology baselines
· Collaborate with project teams to support smooth onboarding, transitions and change management
· Support training, adoption and operational tasks as assigned by the General Manager
· Contribute to customer strategy by helping align service delivery with long-term business goals
About you
You are experienced in managed services and comfortable leading teams in a fast-paced environment. You care about quality, documentation and customer outcomes, and you are equally comfortable working with people and systems.
You bring structure without bureaucracy and can balance commercial realities with doing the right thing for customers and staff.
Key skills and experience
· Proven experience in IT service delivery or service management within a managed services provider
· Strong people leadership skills with experience managing and developing technical teams
· Good working knowledge of Microsoft 365, cloud and modern endpoint environments
· Solid understanding of IT service management principles such as ITIL
· Comfortable managing SLAs, KPIs, escalations and competing priorities
· Strong communication skills and confidence dealing with customers and senior stakeholders
· A practical, improvement-focused mindset with attention to detail and documentation quality
Why join us
· A senior role with genuine influence over how service delivery operates
· A large, established team with room to grow and improve
· Supportive leadership that values structure, accountability and continuous improvement
· Long-term career opportunity in a growing business
If you're looking for a role where you can make a real impact on service quality, team culture and customer outcomes, we'd like to hear from you.