Senior Service Delivery Manager

Work with a dynamic and fast-growing organisationSignificant investment in your learning and professional developmentFlexible work from home options – 3 days in the officeAbout us

As a market leader in Business Process Optimisation and IT services for over 20 years, Canon Business Services ANZ helps organisations optimise, automate, and transform their operations, setting them up for greater growth. We work collaboratively with customers to deliver bespoke solutions designed to meet and exceed their business needs, overcoming challenges, and enabling them to focus on what sets them apart.

We are trusted by industry leaders because of our dedicated customer focus and agile approaches to solving key challenges. With a commitment to delivering the best service management experience, many clients have partnered with us for over a decade. Our solutions are reliable, scalable, and cost-effective, helping customers stay ahead.

Joining Canon Business Services ANZ means being part of a rewarding culture that values you. You'll be empowered to focus on your career progression and turn your goals into reality as an integral part of our success.

About the Role

The Service Delivery Manager establishes and nurtures relationships between Canon Business Services (CBS) and its customers at strategic and tactical levels. The role ensures ownership and responsibility for service delivery to our contracted customers, including the identification, analysis, monitoring, and continual improvement of stakeholder relationships.

This hybrid role is based in our South Melbourne office and reports to the Senior Service Delivery Manager.

Scope of Role

• Ensure delivery teams meet customer expectations and service level agreements, establishing a shared understanding of services and targets.
• Conduct service reviews to ensure current services meet organizational and customer needs.
• Collaborate with the Account Manager / Business Development Manager to manage customer relationships.
• Act as an escalation point for customer and internal issues.
• Monitor and report on service delivery metrics and performance to identify improvements and demonstrate value.
• Handle escalations and ensure they are appropriately addressed.

About You

We seek an individual who thrives in a dynamic environment. The successful candidate will have a proven track record in creating and maintaining strong customer relationships and excellent communication skills. You are highly organized, capable of managing multiple priorities, and delivering on deadlines. Your ability to develop solutions and handle complex conversations while fostering customer partnerships will be key to your success. You will also possess:

• Tertiary qualification or equivalent
• 10+ years' experience in the IT industry managing complex customer requirements
• 8+ years in IT Service Management

We offer a supportive team environment where collaboration and support are standard. We invest in your development and offer a variety of challenges to keep things engaging across our diverse customer base.

If you seek a role where your skills are recognized, your ideas valued, and your growth supported, we'd love to hear from you.

We are committed to an inclusive and diverse workforce. We welcome applications from all backgrounds and ensure a focus on making meaningful contributions to our community. Flexible work arrangements are available to promote work-life balance.

Benefits include but are not limited to

• Bonus leave including Birthday leave, Canon Day, Kyosei Day
• Flexible working arrangements
• Training and development opportunities
• Wellbeing benefits, including health insurance discounts and confidential counselling
• Recognition programs and milestone rewards
• Discounted Canon products
• Support for external training costs

As an equal opportunity employer, we consider all applicants and welcome diversity. Benefits may vary by employment type and location. Applicants must be eligible to work in the relevant country.

Interested in joining our diverse team? Apply online now. Successful applicants will be notified of next steps.

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