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Service Delivery Manager
2 weeks ago
About the Role
We are seeking an experienced and high-performing Service Delivery Manager (SDM) to join one of our clients, based just outside the CBD, on a permanent, full-time capacity. This pivotal role will drive operational excellence across their service delivery function, helping them enhance consistency, strengthen client outcomes, and scale with confidence.
As SDM, you'll be responsible for embedding repeatable processes, uplifting service maturity, and leading continuous improvement initiatives across their MSP operations. This is a strategic position, offering the opportunity to shape the future of our service model and play a key role in our ongoing growth journey.
Key Responsibilities
- Standardise Delivery Processes: Implement frameworks for SLAs, escalation management, time tracking compliance, and service reporting.
- Build Accountability Structures: Define and track key performance indicators (KPIs) across service delivery teams, aligning internal performance with client expectations.
- Optimise Vendor & Partner Management: Increase visibility of rebate and commercial opportunities, ensuring external partnerships are fully leveraged.
- Enhance Cybersecurity & Operational Practices: Embed best-practice standards for operational resilience and security alignment.
- Drive Service Scalability: Develop SOPs, handover protocols, and reduce key-person dependencies to support long-term growth.
- Improve Client Experience & Retention: Elevate service quality and reliability to support stronger client satisfaction and long-term retention.
What Success Looks Like
- Consistently high SLA performance and significantly reduced response times
- Documented and adopted SOPs across all service functions
- Strengthened security and operational alignment with industry standards
- Strong internal accountability and performance tracking
- Improved vendor engagement and rebate optimisation
- High client satisfaction scores and reduced churn
What You Bring:
We're looking for a results-oriented leader with a strong operational background in MSP environments.
Essential Skills & Experience:
- Proven experience designing and implementing ITIL-based Incident, Request, and Problem Management processes
- Deep hands-on experience with ConnectWise Manage – automation, SLA tracking, ticketing workflows, and reporting
- Demonstrated success leading service desk and field teams across distributed environments
- Track record of reducing first response times and improving SLA adherence
- Experience building SOPs and internal knowledge bases (e.g. reducing onboarding time)
- Proficient in creating dashboards and operational reporting to drive proactive support
- Strong stakeholder engagement – ideally with exposure to the education sector
- Technical background
