We're looking for a Service Delivery Manager to oversee the day-to-day operations of our Helpdesk and Technical Support teams. In this leadership role, you'll drive service excellence, mentor technical staff, manage client relationships, and ensure outstanding service delivery across a diverse client base.
About the Role
As the Service Delivery Manager, you will be responsible for leading support operations, managing escalations, monitoring service performance, and continuously improving processes. You'll work closely with technical and project teams to ensure seamless delivery while maintaining exceptional customer satisfaction.
Key Responsibilities
- Lead and mentor the Helpdesk and Technical Support teams.
- Manage service delivery, ticket queues, escalations, and SLA performance.
- Build strong relationships with clients and act as the primary escalation point for complex issues.
- Collaborate with project teams on client onboarding, migrations, and infrastructure deployments.
- Develop and improve service processes, documentation, and operational standards.
- Monitor team performance, conduct coaching sessions, and support staff development.
- Prepare service reports and provide operational updates to senior leadership.
- 5 years' experience within a Managed Service Provider (MSP) environment.
- Previous experience as a Service Delivery Manager, Helpdesk Manager, or Senior IT Operations professional.
- Strong understanding of Microsoft technologies, networking, cloud platforms, and IT infrastructure.
- Proven experience leading technical support teams and delivering excellent customer outcomes.
- Excellent leadership, communication, and stakeholder management skills.
- Strong organisational, problem-solving, and time management abilities.
- Current Australian Driver's Licence.
- ITIL certification.
- Microsoft, Azure, or Cisco certifications.
- Experience with PSA/service management tools and project coordination.
- Experience with health care clients
Ready to chat?
If you're passionate about service excellence, developing high-performing teams, and delivering exceptional client outcomes, we'd love to hear from you.
Apply now and take the next step in your IT leadership career.