Service Delivery Manager - Managed Services (MSP)

Systima is a growing Managed Services Provider (MSP) with offices in Melbourne and Sydney. We support clients across a wide range of industries, delivering technical solutions with a focus on reliability, performance, and great service. We're now looking for a senior-level engineer to join our Sydney team as a technical go-to for advanced support and future project delivery.

About Systima

Systima is a growing Managed Services Provider (MSP) with offices in Melbourne and Sydney. We support clients across a wide range of industries, delivering technical solutions with a focus on reliability, performance, and great service. We're now looking for a senior-level engineer to join our Sydney team as a technical go-to for advanced support and future project delivery.

About the Role

We are looking for a Service Delivery Manager to make sure services are being seamlessly delivered to a portfolio of our clients, and to grow those accounts by identifying and closing upsell opportunities. You will be the client’s main point of contact — responsible for satisfaction, communication, service reporting, contract currency and invoicing across your portfolio.

This role suits someone who can hold a genuine, long-term relationship with a client while also being comfortable with the commercial side — contracts, rates, invoicing and pipeline. Client retention above 90% and client satisfaction above 85% is how we measure this role working.

What You Will Be Doing

- Owning client satisfaction, reporting and communication for an assigned portfolio





- Overseeing delivery of client projects and IT direction/roadmapping conversations

- Managing escalation of hard conversations with clients

- Overseeing invoicing and contract management for your accounts

- Upselling additional services and managing pipeline within your existing client base

- Conducting risk assessment across services, SLAs, client stability and client fit

- Coordinating onsite resourcing, staff augmentation and related timesheets

- Working closely with Solutions, Projects, Service Desk and Procurement to keep the client experience seamless

What You Will Bring

- Ability to build rapport with clients and team members

- Self-motivated, with a solid understanding of business and the drive to grow revenue

- Comfortable taking responsibility for client engagements, including the hard conversations

- Great written and verbal communication

- Several years’ experience in a client-facing service delivery, account management or similar role, ideally in IT services or an MSP

Nice To Have

- Experience with a PSA/ticketing platform, CRM or contract management system

- ITIL Foundation or equivalent service management training

- Project or programme management exposure, such as PRINCE2

- Experience managing a portfolio of clients rather than a single account

What We Offer

- Competitive salary, reviewed annually

- Genuine ownership of your own client portfolio

- A clear growth path as the account management function scales

- A supportive team that documents things properly, so you’re not left guessing what was promised to a client

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📌 Service Delivery Manager - Managed Services (MSP) (Williamstown)
🏢 Systima
📍 Williamstown