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Service Delivery Manager
2 weeks ago
- Be the go-to for client success and service delivery.
- Lead projects, support, and work orders with precision.
- Spot growth opportunities and drive real value.
We're on the lookout for a Service Delivery Manager located in
Sydney
, who thrives on building strong client relationships, driving operational excellence, and delivering value through smart, scalable service delivery.
About the Role
As a Service Delivery Manager, you'll be the trusted point of contact for our customers post-implementation, ensuring seamless delivery of support, work orders, and projects. You'll lead monthly and quarterly account meetings, manage service contracts, and coordinate resources across teams to meet client expectations and business outcomes.
Key Responsibilities
- Own the operational delivery for assigned customers within the Customer Success Team.
- Lead customer meetings, manage work orders, and oversee project execution.
- Ensure contract obligations, licenses, and renewals are proactively managed.
- Drive continuous service improvement and customer satisfaction.
- Manage escalations, SLAs, and critical incidents with professionalism and urgency.
- Identify commercial opportunities and contribute to revenue growth.
What You'll Bring
Your ability to think critically, adapt quickly, and communicate with clarity and empathy. You are client-focused, resilient under pressure, and proactive in solving problems and driving continuous improvement. Your initiative and commercial awareness help you balance delivery excellence with business outcomes.
- Proven experience managing service delivery across multiple client engagements.
- Strong commercial acumen and ability to identify upsell opportunities.
- Excellent communication and stakeholder management skills.
- Hands-on experience with SLAs, KPIs, and service metrics.
- Familiarity with PSA tools or project management systems (e.g., Jira, MS Project).
- ITIL, PMP, or Agile certifications are highly desirable.
Why Join Fusion5?
We're serious about continuous growth and improvement — both in our people and the way we deliver our services to our customers. We're going from good to great in everything we do.
We offer training certifications, career development paths and a whole range of opportunities to grow and develop professionally.
- Be part of a people-first culture that values collaboration, innovation, and growth.
- Work with leading-edge technologies and a diverse portfolio of clients.
- Enjoy flexible working arrangements and a supportive team environment.
- Make a real impact in shaping service excellence and client success.
Ready to lead with purpose and deliver exceptional service?
Apply now and help us shape the future of enterprise technology at Fusion5.
