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Work type




Service Delivery Manager - Managed Services

Apply now Job no: 492328
Work type: Full time
Location: Melbourne
Categories: Managed Services, SDM

Key purpose of the role

Responsible for overall Service Delivery and performance of all assigned Managed Services contracts. Ensure that contracted service levels are exceeded, customer satisfaction is maintained and resources are efficiently utilised. Work with the Practice Manager and Sales team to meet revenue targets and grow the Managed Services practice. 


Key Duties of the SDM position are as follows

  • Delight our customers by leading assigned resources to achieve extraordinary results; exceeding service levels, delivering contracted services and maintain proactive customer communication
  • Responsible for the delivery of all contracted artefacts including but not limited to Transition Plans, Procedures Manuals, Monthly Reports and Post Incident Reviews
  • Plan and lead Transition projects and develop requisite documentation to achieve transition for assigned contracts
  • Liaise with customer's 3rd party service providers to achieve integrated Transition and ongoing Service Delivery
  • Develop service delivery documentation such as Procedures Manuals and Report templates
  • Contribute to the development of documentation for service delivery, sales, knowledge base and good practice standards 
  • Actively participate in after-hours escalated support management


Technical Skills and Requirements

  • A technical hands-on background with broad experience supporting Microsoft Infrastructure and / or Software solutions
  • Minimum of 5 years' experience in the IT/internet/managed services/outsourcing industry in a senior technical, project management or service delivery capacity
  • Demonstrable Service Delivery experience within complex, enterprise ICT infrastructure and / or application environments
  • Broad experience and understanding of ICT Infrastructure architecture, cloud services including SaaS, IaaS, Paas
  • Ideally previous hands on technical support experience with Microsoft Technologies such as Windows Server, Hyper-V, Exchange, Lync, SharePoint, SCOM, SCCM and SQL
  • Excellent verbal and written communication skills 
  • IT Undergraduate or Post Graduate studies highly desirable
  • Excellent understanding of ITIL processes; ITIL Foundation certification desirable
  • Good understanding of Project Management principles / processes; Certifications and / or demonstrated experience desirable 
  • Commercial processes required to run an IT services practice
  • Experience supporting cloud technologies (AWS or Azure) is highly desirable


Additional requirements of the position will include:

  • Availability for customer escalation outside of normal business hours
  • Clear an Australian Federal Police Check


Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Standard Time

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