Service Delivery Manager

**The smart, career focused and determined people who work for NRI flourish in a culture that empowers them to achieve customer outcomes and gives them a sense of ownership for the development of the company as a whole. Together we form a highly motivated, customer-focused workforce.**

**Join a team that thrives on delivering exceptional outcomes for our clients.**

We're seeking a **Service Delivery Manager** to lead the successful delivery of ICT services and solutions to one or more of our key clients in Queensland. You'll act as the primary point of contact for client engagement and service delivery, overseeing operations, team performance, financial management, and customer satisfaction in a dynamic, high-performance environment.

This role offers the opportunity to make a tangible impact—managing complex service portfolios, supporting key governance processes, and driving continual service improvement in a hybrid work environment.

**What you'll be doing**:

- Own the day-to-day delivery of ICT services to the client, acting as their trusted partner.
- Build and maintain strong customer relationships, ensuring exceptional service and alignment to business needs.
- Lead internal delivery teams and subcontractors to deliver services in line with SLA and KPI commitments.
- Establish and maintain effective governance structures and performance reporting.
- Manage financials, including budgets, forecasts, cost control, and contract profitability.
- Champion continuous improvement initiatives and adapt to evolving client and business needs.
- Navigate ambiguity and drive clarity in complex service environments.
- Collaborate across teams to promote NRI's broader capabilities and identify growth opportunities within accounts.

**What you'll bring**:

- Proven experience in a similar Service Delivery Manager role, ideally within a **Managed Services Provider (MSP)** or ICT environment.
- Strong financial acumen - experience managing budgets, financial reporting and driving commercial outcomes.
- Solid understanding of ITIL principles and practical experience in service operations.
- Excellent stakeholder and client management skills, including influencing and negotiation abilities.
- Strong communication and leadership skills, with the ability to guide cross-functional and virtual teams.
- Comfortable working in dynamic environments with changing priorities - able to manage complexity and ambiguity.
- Experience with modern cloud technologies will be well regarded.

Ready to step into a high-impact, client-focused role with national exposure?

**Why Join Us?**
- Be part of a forward-thinking **Managed Services Provider** working with top-tier clients.
- Engage in exciting **cloud, security, and infrastructure projects** across various industries.
- Opportunity for **career growth and professional development** with access to cutting-edge technologies.
- Collaborative and **supportive team environment** where your expertise is valued.

**WHAT'S IN IT FOR YOU?**
- Diverse and challenging project work
- Flexible public holiday benefits and option to purchase up to 2 additional weeks leave per year
- Training and development opportunities
- Salary sacrifice, motor and novated leases
- Committed health & wellbeing plan including Employee Assistance Program
- 12 weeks paid parental leave, increasing to 20 weeks for 5+ years service
- Corporate partnerships

**DIVERSITY & INCLUSION**
**We value our collaborative culture and work together to support a variety of community organisations and social issues.**

**_Transformative digital solutions take more than IT expertise. They take a partner you can count on. With an eye for precision and the vision to help you progress. Who can move quickly to find the right ways forward - so that you're always ahead of tomorrow._**

**_We're that partner for countless businesses. Designing, implementing, and managing digital solutions that are as personalised as they are progressive. That open the doors to greater digital success - across business, government and beyond._**

**_We deliver everything from business strategy and consulting through to infrastructure and managed IT services. We're backed by a global reach that makes us a truly game-changing alternative in the digital services space - with local decision-making and authority. And we're powered not just by technology, but by passionate people who are fearlessly committed to getting it right for our customers._**

**_Transformative digital solutions take the right team, making the right moves at the right time. You've found yours with NRI_