Service Delivery Manager

Job Description
About the Team
Our Enterprise TASI team brings together expertise in intelligent automation, data engineering, and software integration to help clients align their technology capabilities with strategic and operational goals. We leverage KPMG's extensive national and global network, adopting a multidisciplinary approach to unlock the full potential of existing and emerging technology investments.

Your Opportunity
As a Service Delivery Manager, you will play a pivotal role in ensuring the seamless delivery of contracted IT services. You'll oversee service management, incident resolution, change implementation, and continuous service improvement. This is a client-facing role requiring strong leadership, commercial acumen, and a passion for driving service excellence. This is currently an individual contributor role reporting to the Service Delivery Lead, with potential to evolve into a leadership position as the team grows.

While the role offers flexibility in work arrangements, it is based in our Melbourne or Brisbane office locations only.

Key Responsibilities
A service delivery manager is responsible for making sure that contracted services are being seamlessly delivered to our customers. The Service Delivery Manager will play a crucial role overseeing several key areas including service management, incident management, change management and continuous service improvement. Key responsibilities include

• Oversee desktop support and IT service desk operations to ensure consistent, high-quality service delivery.
• Monitor performance against SLAs, provide regular reporting, and drive future demand planning.
• Own critical incidents, coordinate resolution efforts, and lead post-incident reviews with stakeholders.
• Manage financial processes including invoicing, debtor management, and internal reporting.
• You will act as the single point of contact for multiple clients, managing relationships, reporting, and escalations. Strong client-facing acumen is critical to success in this role.
• Build strong relationships across teams and departments to facilitate effective communication and collaboration.
• Identify and resolve service delivery issues, manage risks and escalations, and ensure contractual compliance.
• Analyse internal and third-party processes to develop strategies for service delivery optimisation.
• Lead initiatives to uplift service excellence and client satisfaction through continuous improvement.
• Enhance customer engagement and contribute to business growth through contract variations, renewals, and new opportunities.

Experience

• Proven experience in service delivery management within IT or technology environments.
• Demonstrated leadership capabilities with experience managing cross-functional teams.
• Experience in transformational projects involving Azure, AWS, AI, Oracle, Technology One, or Microsoft technologies is highly desirable.
• Strong stakeholder engagement and communication skills in complex environments.
• Commercial acumen with experience managing contractual agreements and financial processes.
• Experience in incident, change, and problem management aligned to ITIL best practises or similar frameworks.
• You bring a strong balance of functional delivery and technical understanding. While this is not a highly technical role, your ability to engage with technical teams and understand service delivery frameworks (e.g. ITIL, ServiceNow) is essential.
• Proficiency in service delivery tools, reporting platforms, and performance dashboards.
• Strong analytical and decision-making skills with a focus on continuous improvement.
• Ability to manage multiple priorities and deliver outcomes in a fast-paced environment.

How Are You Extraordinary?
You are a strategic thinker and a problem solver who thrives in dynamic environments. You bring

• A mindset of continuous improvement and innovation.
• Strong stakeholder management skills, building positive and trusted relationships.
• Strong analytical skills and the ability to make informed decisions quickly.
• A collaborative spirit and a commitment to delivering outstanding client outcomes.
• Passion for reimagining what's possible for clients and stakeholders.

Qualifications

• Tertiary qualifications in Information Technology, Business, or a related discipline.
• ITIL certification or equivalent service management training is highly desirable.

Additional Information
KPMG is a professional services firm with global outreach and deep sector experience. We work with clients across an array of industries to solve complex challenges, steer change and enable growth.

Our people are what make KPMG the thriving workplace that it is and what sets us apart is that we know great minds think differently. Collaborate with a team of passionate, highly skilled professionals who've got your back. You'll build relationships with unique and diverse colleagues who will provide you with the support you need to be your best and produce meaningful and impactful work in an inclusive, equitable culture.

At KPMG, you'll take control over how you work. We're embracing a new way of working in many ways, from offering flexible hours and locations to generous paid parental leave and career breaks. Our people enjoy a variety of exciting perks, including retail discounts, health and wellbeing initiatives, learning and growth opportunities, salary packaging options and more.

Diverse candidates have diverse needs. During your recruitment journey, information will be provided about adjustment requests. If you require additional support before submitting your application, please contact the Talent Attraction Support Team.

At KPMG every career is different, and we look forward to seeing how you grow with us.