Service Delivery Manager
I
InsentraIT managed services
Remote, located in Australia.Full-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3-6 years' experience
- Required Skills
- Microsoft OfficeAccount ManagementClient relationship management
Requirements
- Have 3-6 years' experience in service delivery, IT account management or a similar client-facing managed services role.
- Understand service delivery in an MSP, professional services or technology environment.
- Have a strong understanding of ITSM and SLA frameworks, including service reporting, SLA targets and P1/P2/P3/P4 incident priorities.
- Have experience managing client relationships at governance level, including structured service reviews, QBRs and performance conversations.
- Be confident handling escalations and service recovery, including client complaints, major incidents and formal responses.
- Have commercial awareness of scope changes, billing queries, contract commitments and service performance impacts.
- Communicate service performance, risks and technical issues clearly to technical and non-technical stakeholders.
- Be comfortable using ITSM, reporting and collaboration tools such as Freshservice or similar platforms, Microsoft Office, Teams and Excel.
- ITIL 4 Foundation, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or a similar certification is advantageous.
- Have strong analytical problem-solving and interpersonal skills, and be able to perform under pressure.
Responsibilities
- Own the service delivery relationship for an assigned portfolio of clients and act as the primary point of accountability for their service experience.
- Lead client governance conversations, including monthly service reviews and QBRs, and present service performance and open actions.
- Manage SLA performance and service outcomes, understand why targets are met or missed, and coordinate improvement actions.
- Manage client escalations and service recovery, including complaints, major incidents and formal responses.
- Coordinate with technical teams and practice leads to resolve service issues and keep clients informed.
- Identify service improvement opportunities, coordinate with technical teams and track outcomes for assigned clients.
- Support commercial and contract-related queries, including scope changes, billing questions and contract clarifications.
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