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Service Delivery Manager

2 weeks ago

Brisbane, Queensland, Australia Smile IT Full time $90,000 - $180,000 per year

Smile IT is seeking a proactive Service Delivery Manager to oversee the day-to-day delivery of IT support services. In this pivotal role, you'll ensure SLA targets are consistently met, ticket queues flow smoothly, and client issues are resolved with speed and professionalism.

You'll lead and inspire a team of technicians, manage escalations with confidence, and build strong client relationships at an operational level - delivering reliable BAU service every day.

This is a fulltime position based at our Tingalpa head office, offering the chance to make a real impact in a fast-paced MSP environment.

Why choose Smile IT?

Smile IT is one of Brisbane's leading IT Service companies – known for going the extra mile to keep clients on track, with smiles on their faces.

Our mission? To make a real difference by growing ourselves, our customers, and others. We are committed to providing a seamless experience for our clients – from the initial onboarding to supporting their custom solutions developments.

By joining Smile IT, you'll be a part of an awesome forward-thinking team offering endless possibilities.

  • Be involved with a supportive, fun workplace where customer service is the standard.

  • Join an established and growing tech team, providing career development opportunities.

  • Awesome perks – free parking, monthly BBQs, game nights, team-building events, and even a weekly Run Club

Key Responsibilities

  • Lead and manage a team of service desk professionals, including setting performance expectations, providing coaching and mentoring, conducting 1:1s, and supporting career development.

  • Manage a portfolio of customer service accounts, focusing on operational delivery, relationship management, and service improvements.

  • Oversee BAU service delivery including incidents, changes, SLAs, and escalations.

  • Escalate high-priority incidents and communicate updates to clients and stakeholders.

  • Collaborate with the Head of Service Delivery to drive client success and satisfaction.

  • Lead continuous improvement initiatives across service processes and documentation.

  • Work cross-functionally with technical, project, and systems teams to streamline service workflows.

  • Stay informed about industry best practices, emerging technologies, and trends in IT service management.

What You'll Bring:

  • 3 to 5 years' experience in a Service Delivery Manager or similar role. MSP experience is highly desirable.

  • Proven customer-facing experience, including handling escalations, difficult conversations, and regular client interactions.

  • Demonstrated experience overseeing ticket queues, escalations, and SLA-driven service environments.

  • Solid technical grounding with Microsoft 365, Azure AD, endpoint management, and basic networking concepts.

  • Leadership experience managing and developing technical support teams through coaching, mentoring, and performance reviews.

  • Practical use of Ticketing tools (Halo PSA strongly preferred; ConnectWise, Autotask, Jira acceptable).

  • Solid understanding of ITIL processes and service metrics.

  • Excellent organisational skills in prioritisation, scheduling, coverage, and documentation workflows (IT Glue preferred).

  • A calm, reliable, and structured attitude under pressure, with a proactive and improvement minded approach.

Additional Requirements

A valid Blue Card is desirable. In the absence of one, successful applicants will be required to undergo a police check.

Ready to take the next step?

Apply now with your cover letter & resume and help us deliver IT services with excellence and a smile.