4d ago , from Illawarra Mercury Job Board
Bluescale is a leading Sydney-based Managed Services Provider (MSP) delivering IT strategy, cybersecurity, cloud, infrastructure, service desk, and project services to organisations across education, disability services, not-for-profit, healthcare, and commercial sectors.
We are seeking an experienced and commercially focused
Service Delivery Manager (SDM)
to lead customer service delivery, strengthen client relationships, and drive operational excellence across our managed services portfolio.
This role is ideal for someone who combines strong customer engagement skills with commercial awareness, operational discipline, and a passion for delivering exceptional client outcomes.
About Bluescale
Bluescale is a leading Sydney-based Managed Services Provider (MSP) delivering IT strategy, cybersecurity, cloud, infrastructure, service desk, and project services to organisations across education, disability services, not-for-profit, healthcare, and commercial sectors.
We are seeking an experienced and commercially focused
Service Delivery Manager (SDM)
to lead customer service delivery, strengthen client relationships, and drive operational excellence across our managed services portfolio.
This role is ideal for someone who combines strong customer engagement skills with commercial awareness, operational discipline, and a passion for delivering exceptional client outcomes.
Key Responsibilities
Customer Success & Relationship Management
Build and maintain trusted relationships with key client stakeholders.
Conduct monthly service review meetings.
Act as the primary escalation point for service-related concerns.
Understand client business objectives and align IT services accordingly.
Drive high customer satisfaction, retention,



and contract renewals.
Service Delivery Management
Monitor service performance against SLAs and KPIs.
Identify trends, recurring issues, and improvement opportunities.
Coordinate with technical teams to ensure client deliverables are met.
Manage major incidents and ensure effective communication during outages.
Produce and present monthly service reports.
Commercial & Financial Management
Ensure contract profitability and service margin targets are achieved.
Review client invoicing accuracy and service consumption.
Identify upsell, cross-sell, and service improvement opportunities.
Support contract renewals and proposal development.
Assist with scope management and change requests.
Operational Leadership
Collaborate with Service Desk and Project teams to improve service delivery processes.
Drive continuous improvement initiatives.
Ensure adherence to company policies, procedures, and governance requirements.
Maintain accurate documentation and reporting.
About You
Essential Experience
Minimum 2 years' experience in a Service Delivery Manager, Customer Success Manager, Account Manager, or Technical Account Manager role.
Experience working within a Managed Services Provider (MSP) environment.
Solid stakeholder and relationship management skills.
Experience leading customer review meetings and executive presentations.




Demonstrated commercial acumen and understanding of profitability drivers.
Excellent written and verbal communication skills.
Strong organisational and prioritisation abilities.
You should be comfortable discussing:
Microsoft 365 architecture
Azure and cloud migrations
Cybersecurity risks and remediation
Backup and disaster recovery strategies
Infrastructure lifecycle management
MSP service delivery best practices
Technology investment and budgeting
Key Success Measures
The successful candidate will be measured on:
Client retention and contract renewal rates
Customer satisfaction (CSAT/NPS)
Account profitability
Revenue growth from existing clients
Accurate and timely client reporting
Successful delivery of Monthly Business Reviews
Escalation management and issue resolution effectiveness
What We Offer
Competitive salary package
Hybrid working arrangements
Modern office in Surry Hills
Ongoing professional development
Opportunity to influence service strategy and customer experience
Supportive and collaborative team environment
Clear career progression opportunities
If you are passionate about customer success, operational excellence, and building long-term client relationships, we'd love to hear from you.
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📌 Service Delivery Manager (Sdm) (New South Wales)
🏢 BlueScale
📍 New South Wales