Job Description
Service Delivery Manager
n
This range is provided by Monvia. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
n
Base pay range
n
A$140,******/yr - A$160,******/yr
n
Direct message the job poster from Monvia
n
Chief People & Culture Officer @ Monvia| People Operations Specialist
n
Newly created role of Service Delivery Manager.
n
3 days onsite in Sydney.
n
Applications close 5 January ****, and interviews will commence that week
n
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.
n
n
Manage end-to-end service delivery for ITIL operations, ensuring adherence to SLAs, OLAs, and KPIs.
n
Act as the primary point of contact for clients regarding service performance, escalations, and resolution management.
n
Coordinate with cross-functional teams including operations, technical support, and process teams to ensure timely service delivery.
n
Monitor, analyse, and report on service performance, identifying trends, risks, and opportunities for improvement.
n
Drive continuous improvement initiatives, process optimization, and cost-efficiency measures.
n
Lead and mentor service delivery teams to ensure high performance, motivation, and adherence to company standards.
n
Manage client escalations effectively, providing timely resolutions while maintaining client satisfaction.
n
Ensure compliance with organizational policies, industry standards, and regulatory requirements.
n
Collaborate with sales and account management teams to support contract renewals, expansions,



and new opportunities.
n
Strong understanding of IT-enabled services (BPO, ITSM, KPO, or similar operations).
n
Excellent client relationship management and communication skills.
n
Strong analytical, problem-solving, and decision-making abilities.
n
Ability to manage multiple priorities and teams in a dynamic environment.
n
Experience with ITIL frameworks, service management tools, and reporting dashboards.
n
Leadership skills to manage, mentor, and motivate teams effectively.
n
n
Qualifications & Experience:
n
n
Bachelor's degree in IT, Business Administration, or related field.
n
5–10 years of experience in ITIL service delivery, with at least 2–3 years in a managerial role.
n
Proven track record of managing service delivery in multi-client environments.
n
Experience with SLA management, operational reporting, and client escalations.
n
ITIL certification is a plus.
n
n
Seniority level
n
n
Seniority level
Mid-Senior leveln
n
Employment type
n
n
Employment type
Full-timen
n
Job function
n
n
Job function
Information Technologyn
Industries
Financial Services and IT Services and IT Consultingn
n
Referrals increase your chances of interviewing at Monvia by 2x
n
Sign in to set job alerts for "Service Project Manager" roles.
n
Sydney, Current South Wales, Australia 2 weeks ago
n
Deployment Operations, Technical Project Manager
n
Sydney, New South Wales,



Australia 5 days ago
n
Sydney, New South Wales, Australia 2 weeks ago
n
Sydney, New South Wales, Australia 5 months ago
n
Kurnell, New South Wales, Australia A$125,******-A$135,******** week ago
n
North Sydney, New South Wales, Australia 2 weeks ago
n
Sydney, New South Wales, Australia 4 days ago
n
North Sydney, New South Wales, Australia 2 days ago
n
Sydney, New South Wales, Australia 5 days ago
n
Sydney, New South Wales, Australia 5 hours ago
n
Sydney, New South Wales, Australia 1 day ago
n
Technical Project Manager (Equipment Design)
n
Kurnell, New South Wales, Australia A$130,******-A$140,******** weeks ago
n
Parramatta, New South Wales, Australia 1 day ago
n
Sydney, New South Wales, Australia 1 month ago
n
Sydney, New South Wales, Australia 2 weeks ago
n
Senior Project Manager (Technical) – Hybrid in
Canberra/Melbourne/Sydney
each week
n
Sydney, New South Wales, Australia 22 hours ago
n
Pymble, New South Wales, Australia 2 weeks ago
n
Sydney, New South Wales, Australia 1 day ago
n
Sydney, Recent South Wales, Australia 5 days ago
n
Sydney, New South Wales, Australia 6 days ago
n
Senior Manager (Fulfilment & TW Delivery)
n
Sydney, New South Wales, Australia 1 day ago
n
Sydney, New South Wales, Australia 2 days ago
n
Technical Delivery Manager (Technical Engagement Manager II)
n
Sydney, New South Wales, Australia 6 days ago
n
Hornsby, New South Wales, Australia 6 days ago
n
Sydney, New South Wales, Australia 1 day ago
n
Sydney, New South Wales, Australia 5 days ago
n
Sydney, New South Wales, Australia 2 days ago
n
We're unlocking community knowledge in a current way. Experts add insights directly into each article, started with the help of AI.
#J-*****-Ljbffr

📌 Service Delivery Manager (New South Wales)
🏢 Monvia
📍 New South Wales