Service Delivery Manager

Service Delivery Manager

This range is provided by Monvia. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

A$140,000.00/yr - A$160,000.00/yr

Direct message the job poster from Monvia

Chief People & Culture Officer @ Monvia| People Operations Specialist

Newly created role of Service Delivery Manager.

3 days onsite in Sydney.

Applications close 5 January 2026, and interviews will commence that week

Monvia is looking for a Service Delivery Manager (SDM) is responsible for ensuring the efficient delivery of IT-enabled services (ITIL) to clients, maintaining service quality, and driving continuous improvement. The role requires strong leadership, stakeholder management, and operational oversight to meet SLAs, KPIs, and client expectations.

• Manage end-to-end service delivery for ITIL operations, ensuring adherence to SLAs, OLAs, and KPIs.
• Act as the primary point of contact for clients regarding service performance, escalations, and resolution management.
• Coordinate with cross-functional teams including operations, technical support, and process teams to ensure timely service delivery.
• Monitor, analyse, and report on service performance, identifying trends, risks, and opportunities for improvement.
• Drive continuous improvement initiatives, process optimization, and cost-efficiency measures.
• Lead and mentor service delivery teams to ensure high performance, motivation, and adherence to company standards.
• Manage client escalations effectively, providing timely resolutions while maintaining client satisfaction.
• Ensure compliance with organizational policies, industry standards, and regulatory requirements.
• Collaborate with sales and account management teams to support contract renewals, expansions, and new opportunities.
• Strong understanding of IT-enabled services (BPO, ITSM, KPO, or similar operations).
• Excellent client relationship management and communication skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple priorities and teams in a dynamic environment.
• Experience with ITIL frameworks, service management tools, and reporting dashboards.
• Leadership skills to manage, mentor, and motivate teams effectively.

Qualifications & Experience:

• Bachelor’s degree in IT, Business Administration, or related field.
• 5–10 years of experience in ITIL service delivery, with at least 2–3 years in a managerial role.
• Proven track record of managing service delivery in multi-client environments.
• Experience with SLA management, operational reporting, and client escalations.
• ITIL certification is a plus.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Financial Services and IT Services and IT Consulting

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