Service Delivery Manager

2 days ago

Vermont South, Victoria, Australia InSight Systems Full time $80,000 - $120,000 per year

InSight Systems is a leading provider of workplace technology solutions, specialising in AV integration, strategic consultation, and managed services. For over 20 years, the company has delivered innovative and reliable solutions to medium and large organisations across a wide range of sectors, including government, corporate, healthcare, education, and sports.

An exciting opportunity has arisen for an experienced Service Delivery Manager (SDM) to join our Managed Services team and play a key role in ensuring exceptional service delivery to our valued clients.

Key Responsibilities
  • Own and manage the end-to-end delivery of Managed Services, ensuring alignment with ITSM processes (incident, problem, change, request, and asset management).
  • Monitor service performance against SLAs, KPIs, and contractual requirements—driving improvement initiatives when required.
  • Act as the key liaison for assigned clients, leading service reviews and quarterly business reviews (QBRs).
  • Build trusted partnerships and ensure proactive communication around service performance, incidents, and improvement plans.
  • Oversee governance frameworks to ensure compliance with ITSM standards and reporting obligations.
  • Lead continual service improvement initiatives to enhance efficiency, reduce costs, and improve service quality.
  • Collaborate with technical leads, VNOC, and field service teams to deliver consistent service outcomes.
  • Promote a customer-first, accountability-driven culture across all service delivery functions.
Skills and Experience
  • Demonstrated experience in IT Service Delivery Management within a Managed Services or ICT environment.
  • Strong knowledge of ITIL or equivalent ITSM frameworks (certification desirable).
  • Proven ability to manage service performance, stakeholders, and multiple priorities in a fast-paced environment.
  • Excellent communication, leadership, and analytical skills.
  • Experience with service management platforms (e.g., ConnectWise, ServiceNow, or similar).
  • Strong problem-solving skills with the ability to drive resolution and continual improvement.
  • Strategic thinker who can build trusted relationships with clients and internal stakeholders.

What's in it for you?

  • Inclusive and dynamic culture, family-focused environment
  • An organisation that can flex, and truly supports work life balance with flexibility options
  • Support and collaboration, not just with their immediate team, but with the broader organisation as well
  • Career growth, learning and development opportunities
  • Company events including weekly activities, Christmas event celebrations, EOFY celebrations and lots more
  • Generous employee discounts on AV products

This is a challenging and very rewarding role, and if successful you will become part of a highly dedicated, motivated, and supportive team.

If you are interested in this position, please apply and address to Paris Gorham - People and Culture Coordinator.

You must have the right to live and work in Australia to apply for this position.  You will also require a valid Working with Children's Check and Police Check.

InSight Systems is an Equal Employment Opportunity Employer. We welcome and encourage applications from Aboriginal and Torres Strait Islanders, and people of culturally diverse backgrounds to apply.

Kindly note that only shortlisted applicants will be contacted - thank you

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