Service Delivery Manager

2 weeks ago

Sydney Inner Suburbs, Australia Suncorp Group Full time

Lead a small service delivery team with strong mentorship and support
- Hybrid Working Environment + Bonus + Flexi Days (up to 5 days extra leave)
- Sydney location with great WFH flexibility

**Ready to take the next step in your IT career?**

The Service Delivery Manager - Pricing and Insights, ensures reliable, efficient delivery of IT services aligned with SLAs and Suncorp business needs. They oversee daily operations, performance metrics, incident/problem management, and act as the primary stakeholder contact—managing relationships, escalations, and reporting. The role drives continuous improvement, enhances user experience, and ensures secure system operations by proactively managing dependencies and addressing vulnerabilities. They also support vendor management, budgeting, and service transitions, while leading teams where applicable to ensure smooth, cost-effective service integration.
- This role requires participation in the on-call support roster._

**What you'll do**
- Monitor user satisfaction and drive service quality improvements
- Manage day-to-day relationships with managed technology partners and operations teams
- Oversee incident, problem, change, request, and security priorities
- Run Change Advisory Boards (CABs) in alignment with SIAM guidelines
- Identify and manage risks across cybersecurity, continuity, and service quality
- Own Service Transition for smooth handover to Run teams

**What you'll bring**
- 5-10+ years in IT service management, operations, or delivery in complex environments
- Solid incident/problem management experience focused on minimising disruption
- Proficient with ITSM tools and frameworks (ITIL, SIAM)
- Skilled in vendor management and SLA negotiation/monitoring
- Experienced in cross-functional team collaboration and integrated service delivery
- Working knowledge of cybersecurity and secure software practices

**What we can offer you**
- Variety of flexible work arrangements and leave options
- Industry leading 20 weeks paid parental leave and 4 weeks secondary carers leave
- Generous discounts on insurance products
- Exclusive offers on more than 400 of retailers including Myer, David Jones, Coles and Woolworths
- Invest in your brighter future with ongoing study support and career development programs

**About Suncorp Group**

We’re proud to be a part of the Suncorp Group family alongside some of Australia’s most trusted and diverse names in insurance. Together, we share a drive to make the complex simple and bring our customers peace of mind when it matters most - while helping to evolve and innovate the ways we can serve our community every day. That comes with all kinds of exciting opportunities for you to grow your own career. Whether you’re guiding people through life’s biggest moments or providing them with support in times they need it most, you’ll be driven forward by our shared customer obsession and supported at every step of the journey.
- At Suncorp we believe we are our best when our workforce is as diverse, talented, and passionate as the communities in which we live and operate, and where our people feel included, valued and connected. We are passionate about inspiring our people by creating a diverse, accessible, and inclusive culture, offering flexible work, career development and internal mobility, and building connected relationships amongst our team members and with our customers._

**Advertised**: 22 Jul 2025 AUS Eastern Standard Time
**Applications close**: 05 Aug 2025 AUS Eastern Standard Time

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