Service Delivery Manager
J
JobgetherManaged services
Fully remote working arrangement based in AustraliaFull-TimeManager
Salary not disclosed
Apply NowOpens the employer's application page
Job Details
- Experience
- 3–6 years of experience in service delivery, IT account management, or a comparable client-facing role
- Required Skills
- Microsoft ExcelMicrosoft OfficeClient relationship management
Requirements
- Have 3–6 years of experience in service delivery, IT account management, or a comparable client-facing role.
- Have experience in a managed service provider (MSP), professional services firm, or technology environment.
- Understand ITSM principles, SLAs, performance reporting, incident management, and P1–P4 priority classifications.
- Have experience managing client relationships at governance level, including structured service reviews, QBRs, and performance discussions.
- Be able to manage customer complaints, major incidents, service recovery, and sensitive client situations.
- Understand service scope, billing inquiries, contractual obligations, change requests, and the commercial implications of service performance.
- Be comfortable using ITSM platforms such as Freshservice or equivalent, Microsoft Office, Excel, Teams, and reporting and collaboration applications.
- ITIL 4 Foundation, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or comparable certifications are advantageous.
- Communicate clearly in writing and verbally, explain complex issues, manage expectations, and build trusted relationships.
- Bring analytical thinking, attention to detail, sound judgment, and the ability to identify root causes and implement practical solutions.
- Work independently with minimal supervision and collaborate effectively with a team.
- Be willing to accommodate changing client needs and occasional requirements beyond standard working hours.
Responsibilities
- Own service delivery relationships for an assigned portfolio of clients and be accountable for service quality, responsiveness, and customer satisfaction.
- Lead monthly service reviews, quarterly business reviews, and other governance meetings; present performance results, identify risks, and follow through on agreed actions.
- Monitor SLAs, incident priorities, service targets, and operational metrics, investigating performance gaps and coordinating corrective actions.
- Manage client complaints, major incidents, service escalations, and formal responses while maintaining communication and overseeing service recovery.
- Coordinate with technical teams, practice leads, and other stakeholders to resolve service issues and keep clients informed.
- Identify service-quality and operational-efficiency improvements, and work with technical teams to implement and track them.
- Respond to queries about service scope, billing, contractual commitments, and service-delivery changes; escalate significant commercial decisions.
- Explain technical issues, performance data, and operational risks to technical and non-technical audiences.
- Contribute to service-delivery processes using analytical problem-solving and appropriate technology, including AI tools.
View Full Description & ApplyYou'll be redirected to the employer's site
