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 Referrals increase your chances of interviewing at Monvia by 2x Sign in to set job alerts for “Service Project Manager” roles. Sydney, New South Wales, Australia 2 weeks ago Deployment Operations, Technical Project Manager Sydney, New South Wales, Australia 5 days ago Sydney, New South Wales, Australia 2 weeks ago Sydney, New South Wales, Australia 5 months ago Kurnell, New South Wales, Australia A$125,000.00-A$135,000.00 1 week ago North Sydney, New South Wales, Australia 2 weeks ago Sydney, New South Wales, Australia 4 days ago North Sydney, New South Wales, Australia 2 days ago Sydney, New South Wales, Australia 5 days ago Sydney, New South Wales, Australia 5 hours ago Sydney, New South Wales, Australia 1 day ago Technical Project Manager (Equipment Design) Kurnell, New South Wales, Australia A$130,000.00-A$140,000.00 2 weeks ago Parramatta, New South Wales, Australia 1 day ago Sydney, New South Wales, Australia 1 month ago Sydney, New South Wales, Australia 2 weeks ago Senior Project Manager (Technical) – Hybrid in Canberra/Melbourne/Sydney each week Sydney, New South Wales, Australia 22 hours ago Pymble, New South Wales, Australia 2 weeks ago Sydney, New South Wales, Australia 1 day ago Sydney, New South Wales, Australia 5 days ago Sydney, New South Wales, Australia 6 days ago Senior Manager (Fulfilment & TW Delivery) Sydney, New South Wales, Australia 1 day ago Sydney, New South Wales, Australia 2 days ago Technical Delivery Manager (Technical Engagement Manager II) Sydney, New South Wales, Australia 6 days ago Hornsby, New South Wales, Australia 6 days ago Sydney, New South Wales, Australia 1 day ago Sydney, New South Wales, Australia 5 days ago Sydney, New South Wales, Australia 2 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr