Service Delivery Manager

2 days ago

Sydney, New South Wales, Australia Seisma Full time

Job Title: Service Delivery Manager

Location: Sydney

Employment Type: Permanent


About the Company:

Seisma Group (formerly Data Addiction) is rapidly growing its Microsoft and Google practices across ANZ. We are leaders in delivering cutting-edge solutions across Data, AI, D365, Azure, and Google Cloud. If you have a passion for technology, enjoy customer-facing leadership, and are ready to take your career to the next level, this is the place for you. You'll also work across diverse and rewarding industries, including NFP, utilities, government, construction, education, and health.


Overview:

We are seeking a Service Delivery Manager with a strong background in leading customer service teams within the Microsoft or Google ecosystem. This role is ideal for someone ready to step up from a lead or senior customer service position into a strategic management role. You will drive operational excellence, ensuring our managed services meet client expectations while fostering innovation, team growth, and exceptional customer experiences.

As the key link between clients, delivery teams, and technology partners, you will manage governance, escalations, and service improvements while contributing to service design, transition, and operations in collaboration with Sales Enablement.


What you'll do:
  • Act as the main escalation point and trusted advisor for Microsoft & Google Managed Services clients.
  • Build and strengthen customer relationships, driving satisfaction, loyalty, and retention.
  • Oversee daily service delivery, ensuring SLAs, XLAs, and quality standards are consistently met.
  • Provide clear, actionable reporting and insights to customers and executives.
  • Lead, mentor, and develop a high-performing Managed Services team.
  • Identify opportunities for continuous service improvement and innovation.
  • Collaborate with Sales Enablement on service design and delivery strategies for customer tenders.

What we're looking for:
  • Proven experience leading customer service or support teams in the Microsoft or Google ecosystem.
  • Strong operational understanding of Microsoft D365, Azure, Fabric workloads, and/or Google Workspace and Google Cloud Platform.
  • Experience in Managed Service Delivery or enterprise-level service management.
  • Deep knowledge of ITIL and IT Service Management governance.
  • Exceptional leadership, communication, and customer engagement skills.
  • Exposure to data analytics, data engineering, or BI platforms is highly desirable.
  • Relevant certifications (e.g., ITIL V4, PMP, Microsoft, Google) are a plus.

What we offer:
  • A supportive learning and development environment.
  • Hybrid work arrangements with flexibility between home and office.
  • An extra day of annual leave for every year of service.
  • Additional superannuation contributions on top of your take-home salary.
  • Funding and frameworks for career development and professional growth.
  • Home office allowance to support remote work needs.
  • Wellness days to support your health and wellbeing.
  • A commitment to diversity and inclusion – recently voted a Great Place to Work by our team.

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