4d ago , from Illawarra Mercury Job BoardBluescale 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 BluescaleBluescale 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 ResponsibilitiesCustomer Success & Relationship ManagementBuild 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 ManagementMonitor 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 ManagementEnsure 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 LeadershipCollaborate 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 YouEssential ExperienceMinimum 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 architectureAzure and cloud migrationsCybersecurity risks and remediationBackup and disaster recovery strategiesInfrastructure lifecycle managementMSP service delivery best practicesTechnology investment and budgetingKey Success MeasuresThe successful candidate will be measured on:Client retention and contract renewal ratesCustomer satisfaction (CSAT/NPS)Account profitabilityRevenue growth from existing clientsAccurate and timely client reportingSuccessful delivery of Monthly Business ReviewsEscalation management and issue resolution effectivenessWhat We OfferCompetitive salary packageHybrid working arrangementsModern office in Surry HillsOngoing professional developmentOpportunity to influence service strategy and customer experienceSupportive and collaborative team environmentClear career progression opportunitiesIf you are passionate about customer success, operational excellence, and building long-term client relationships, we'd love to hear from you.Be careful - Don't provide your bank or credit card details when applying for jobs.
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📌 Service Delivery Manager (Sdm) (New South Wales)
🏢 BlueScale
📍 New South Wales