Service Delivery Manager - Enterprise Managed Services

Job Description

Service Delivery Manager – Enterprise Managed Services

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InfoConsulting Australia | Sydney, on site | Full-time, Permanent | AUD $150,000 – $165,000 base + super + STI

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About InfoConsulting

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InfoConsulting is one of the fastest growing consulting companies operating internationally in the field of technology and management. We work with the latest ERP technologies, addressing the real needs of our clients, and improving the efficiency of their operations. We are systematically and dynamically expanding into new countries. Thanks to the work of our experts and their professional approach to business, we are an IFS Elite Partner, repeatedly awarded the title of IFS Partner of the Year.

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At InfoConsulting, we combine diverse experience and skills, creating an environment based on collaboration, responsibility, and openness. We value professionalism, commitment, creativity, and trust — values that inspire the way we collaborate and support each other every day in all the countries we operate in.

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Join a team of experts who strive together to achieve ambitious goals and transform the way companies operate around the world.

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About the role

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We are appointing a Service Delivery Manager to take full ownership of a new, large-scale managed service for a major NSW utility. This is a flagship, multi-year engagement supporting a business-critical field service platform that dispatches and manages field crews around the clock for a customer serving millions of people daily.

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This is a senior, high-accountability role reporting to our Managing Director ANZ, working closely with the Account Owner. You will be the single point of accountability for the service - owning performance against the contracted SLA framework, running governance with the customer, leading a blended onshore/offshore team, and holding the commercial relationship day to day.

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The role is based on site with the customer in Sydney, embedded with their team.

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What you will be responsible for

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Service ownership and SLA accountability

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• Act as the named service owner and primary contact for the customer, responsible for delivery, SLA achievement and escalation resolution.
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• Own performance against eight contracted critical service levels, including 99.5% availability and 4-hour P1 resolution, and manage the associated service credit exposure.
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• Prepare drill-down reports and action plans within five business days of any failed SLA, and lead remediation through to trend recovery.
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Governance and reporting

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• Run the contracted governance cadence, including monthly performance reviews, weekly operational forums, and input to quarterly executive sessions.
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• Own the full reporting suite - monthly executive summaries, performance and trend reporting, weekly incident reports, and post-incident reviews.
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• Keep reporting forward-facing, anticipating risks and prioritising issues for management decision-making.
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Service management and the customer interface

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• Manage the tier 2/3 interface with the customer's service desk, ensuring incidents and requests are captured, classified and resolved to agreed timeframes.
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• Ensure ITIL practices are applied consistently across incident, problem, change, release and knowledge management.
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• Act as escalation point for major incidents, owning post-incident review, root cause analysis and action tracking.
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Team leadership and resourcing

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• Lead a blended team of around fifteen, spanning onshore Sydney staff and an offshore delivery centre, directed through its team lead.
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• Structure coverage to meet contractual obligations for highest-priority incidents, and maintain a surge bench for continuity through leave, attrition and demand peaks.
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• Deliver structured knowledge transfer to upskill the customer's team, and lead recruitment, onboarding and capability-building as the account grows.
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Commercial management

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• Own the enhancement register - status, priority, pipeline and feasibility - and govern the prepaid enhancement pool, including release cadence and the support/billable boundary.
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• Maintain visibility of contracted entitlement usage, flag out-of-scope work early, and support accurate monthly invoicing.
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• Maintain portfolio gross margin within agreed targets, and identify follow-on and expansion opportunities.
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Multi-supplier collaboration and continuous improvement

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• Work as one team with the platform vendor, systems integrator and the customer's other suppliers, resolving provider-to-provider disputes without customer intervention.
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• Own the continual service improvement programme, progressing quarterly initiatives against the SLA framework.
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• Support the transition programme during onboarding, contributing to go-live readiness and formal handover to support.
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What success looks like

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At 90 days

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• Completed a full review of service performance, resourcing and reporting, and stabilised at-risk areas.
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• Established visibility over workload, coverage and forecast accuracy across the team.
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• Built a trusted relationship with the Managing Director, Account Owner and key customer stakeholders.
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• Identified quick wins in governance, reporting discipline or resourcing.
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At 12 months

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• Sustained attainment across the contracted service level framework, with service credits avoided or minimised.
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• A consistent governance cadence is embedded, with reporting delivered on time to a high standard.
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• You are recognised by the customer as the senior escalation point and trusted delivery authority.
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• A stable, engaged onshore and offshore team, with low unplanned attrition and continuity of key personnel.
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• Healthy portfolio gross margin and governed, transparent consumption of the enhancement pool.
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You are likely to do well in this role if

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• You have demonstrated experience as a Service Delivery Manager, Application Managed Services Manager or equivalent, accountable for an enterprise service under contracted SLAs with real financial consequences.
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• You have proven ITIL-aligned service management experience across incident, problem, change, release, request and knowledge management, ideally with ITIL v4 Foundation.
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• You have run a formal governance cadence with a large enterprise or government customer, chairing performance forums and producing executive-grade reporting to deadline.
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• You have led blended onshore/offshore delivery teams and made an offshore pod genuinely accountable.
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• You bring strong commercial awareness across scope control, margin discipline, prepaid day pools, invoicing and service credits.
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• You have major incident management experience, acting as escalation point for the highest-priority incidents and owning post-incident review and root cause.
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• You are composed under pressure, credible with senior stakeholders, and write well — this role's reporting is read by executives every month.
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Highly regarded

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• Experience with field service management platforms, or comparable enterprise applications.
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• Utilities, water, energy or critical infrastructure sector experience.
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• ServiceNow experience, particularly integrated supplier models and API-based ITSM connectors.
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• Experience standing up a service through go-live, rather than inheriting one already running.
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• Delivery under NSW Government or comparable public sector contracting frameworks.
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Requirements

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• Unrestricted Australian working rights.
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• Based in Sydney and available to work on site with the customer full time.
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• Willing and able to complete customer security screening aligned to ISO 27001 prior to commencing on the account.
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What we offer

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Competitive remuneration

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AUD $150,000–$165,000 base (dependent on experience) plus super, with STI assessed against a balanced scorecard of service, customer, commercial and operational outcomes.

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A flagship, dedicated account

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A single, dedicated account rather than a fragmented portfolio — space to do the job properly on a flagship, multi-year engagement.

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Genuine standing

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A named, contractually recognised role — you are the accountable individual, not a coordination layer, with direct access to invested executive leadership.

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Growth and development

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Professional development, including certification support and product training, as you build your career in managed services delivery.

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InfoConsulting Australia is an equal opportunity employer. We welcome applications from Aboriginal and Torres Strait Islander people, people with disability, people of all ages and backgrounds, and carers. Every applicant is assessed against the same written criteria.