Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes—putting people first, embracing continuous learning, and thriving through collaboration and inclusion—we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

What is the role

Full‑time role supporting geographically dispersed teams and clients across three business units in Perth, Brisbane and Adelaide. The successful candidate can be based on any of these offices, with flexibility and travel required to maintain strong leadership presence and customer engagement across each location.

The Service Delivery Manager leads end‑to‑end service delivery, ensuring client satisfaction, operational performance and financial targets are achieved. This role has direct leadership responsibility for the Technical Team Leads and Customer Success Manager, and is accountable for resource allocation, team performance, customer outcomes, escalations and service performance.

The role acts as the primary owner of service outcomes, aligning customers, vendors, operations and internal stakeholders to drive stability, consistency, efficiency and continuous improvement.

Responsibilities

Owns end‑to‑end service delivery,



ensuring SLAs, KPIs, customer commitments and contractual obligations are consistently achieved.
Provides direct leadership, coaching and accountability for Technical Team Leads and the Customer Success Manager, ensuring consistent execution, effective prioritization and strong team ownership across all locations.
Oversees incident, request, change, and problem management, serving as escalation owner for major incidents and driving effective Major Incident Management, including communication and post‑incident reviews.
Ensures efficient workload prioritization, adherence to service standards, and process consistency.
Leads customer success and service management activity, providing senior‑level support, managing escalations, conducting service reviews, and building trusted client relationships through clear, professional communication.
Drives continuous improvement by analyzing service metrics, identifying trends, leading root cause analysis, and implementing preventative actions to enhance efficiency, consistency and customer experience.
Maintains financial accountability by working across Finance, Operations and Sales to optimize profitability.

Provides leadership through coaching, performance management, recruitment, workforce planning, and fostering a positive, compliant, and development‑focused team culture.

Who we are looking for

Experienced MSP leader with 5+ years in service delivery roles
Proven experience managing SLA‑based,



multi‑client environments
Strong ITIL process experience (Incident, Problem, Change)
Demonstrated leadership of geographically dispersed technical, service delivery and customer success teams
Ownership of escalations and major incident management
Proven ability to engage, influence and challenge stakeholders at all levels
Strong customer‑facing experience with the ability to build and maintain trusted relationships
Data‑driven approach to service performance and continuous improvement
Proven experience leading and embedding service delivery improvements or operational change in an MSP workplace
Highly self‑motivated with a strong sense of ownership and accountability for end‑to‑end service outcomes across multiple business units, proactively identifying and resolving issues without reliance on escalation
Experience with Connect Wise (preferred) or similar MSP platforms (e.g. Autotask, Service Now)
ITIL certification or formal service management training (desirable but not mandatory)
Exposure to service delivery transformation or process standardization
Experience with service financials (cost, utilization, profitability) is desirable
Experience contributing to executive‑level customer engagements is desirable

Experience working within team‑based service ownership models is desirable

What we offer

A friendly team environment with a strong technical support network
Broad range of options for training and developing your IT skills
Opportunity to work with the IT industry's latest technologies
Internal career growth for high performers and IT super‑stars
Cost price on products from our suppliers
Comprehensive Employer Assistance Program
Referral bonus

In‑office lunches and snacks provided

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📌 Service Delivery Manager (Perth)
🏢 New Era Technology
📍 Perth