We are a growing Managed Services Provider delivering IT support, cloud solutions, cyber security, Microsoft 365, infrastructure, and strategic technology services to businesses across Australia and New Zealand.
We pride ourselves on delivering proactive support, exceptional customer service, and long-term technology partnerships that help our clients succeed.
As we continue to grow, we are looking for a Customer Success & Service Delivery Manager to become a key link between our customers, service desk, engineers, and project teams.
This role combines customer success, service delivery, onboarding, project oversight, reporting, operational improvement, and commercial opportunity management.
You will ensure our customers receive outstanding service, projects remain on track, onboarding is completed professionally, and opportunities for improvement are identified and presented.
This is a highly visible role with significant influence on both customer experience and operational excellence.
Build and maintain strong relationships with customer stakeholders.
Conduct regular customer meetings.
Act as a trusted advisor to customers.
Drive customer satisfaction and retention.
Manage customer concerns and escalations.
Ensure customers receive ongoing value from their technology investment.
Own the onboarding experience for all new customers.
Coordinate onboarding activities between customers and technical teams.
Ensure monitoring, backups, security controls, documentation and support processes are implemented correctly.
Verify successful transition into ongoing support.
Conduct onboarding reviews and customer handovers.
Ensure customers understand support processes and escalation pathways.
Monitor support tickets and ensure SLA commitments are met.
Review aged, priority and escalated tickets.
Work with technical teams to remove roadblocks and improve customer outcomes.
Produce monthly customer service reports.
Produce backup, monitoring and infrastructure health reports.
Analyse ticket trends, SLA performance and customer experience metrics.
Track project milestones, timelines and deliverables.
Ensure projects remain on schedule and customers are kept informed.
Coordinate communication between customers, engineers and project resources.
Monitor project risks, dependencies and outstanding actions.
Assist in ensuring projects are delivered successfully and on time.
Review and improve service desk processes and procedures.
Identify opportunities for automation, AI and operational efficiency.
Develop and maintain internal and customer-facing processes.
Drive continual service improvement initiatives across the business.
Review customer environments and identify improvement opportunities.
Identify security, infrastructure and operational risks.
Prepare recommendations.
Follow up recommendations and remediation projects.
Assist with renewals and licensing reviews.
Help customers plan future technology improvements and projects.
Experience working within an MSP or IT services environment.
Strong customer relationship and stakeholder management skills.
Excellent organisational and project coordination abilities.
Ability to work effectively with both technical teams and business decision makers.
Strong written and verbal communication skills.
A proactive and solutions-focused mindset.
Commercial awareness and a desire to help customers improve.
Managed Services experience.
Service Delivery or Customer Success experience.
Technical Account Management experience.
Project Coordination experience.
Exposure to Microsoft 365, Azure, Servers and Networks.
Ability to perform technical work.
Customers are engaged, informed and satisfied.
New customers experience a smooth onboarding process.
Projects are delivered on time and customers are kept up to date.
Service levels are consistently achieved.
Customer reports provide meaningful insights and recommendations.
Service desk processes continue to improve.
Technology opportunities are identified, quoted and delivered.
Customers view you as a trusted advisor.
Join a growing and ambitious MSP.
Be empowered to influence customer experience and business operations.
Work alongside experienced technical and leadership teams.
Competitive salary and performance incentives.
Real career growth opportunities as the business continues to expand.
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Customer Success & Service Delivery Manager • Melbourne, AU
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