Job Description
At EY, we're all in to shape your future with confidence.
We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.
Join EY and help to build a better working world.
Service Delivery Manager
The chance
Oceania Technology Operations (Tech Ops)
The Service Delivery Manager (SDM) is responsible for the day-to-day delivery of managed services to clients across the Oceania region.
The role acts as the primary operational contact for clients, ensuring services are delivered in line with agreed scope, service levels, and commercial arrangements.
The SDM works closely with technical teams, senior stakeholders, and clients to maintain service quality, manage incidents, and identify opportunities to grow the engagement.
This role is based in Warrang – Sydney.
Our roles can potentially be adjusted to work flexibly with reduced hours.
Please speak with us about potential options.
Your key responsibilities
Duration is 3 months with potentially the option to extend as Tech Ops team grows
Onshore resource – required for Government contracts
Baseline or above security clearance (preferred, not a deal breaker for the short term)
Ability to work after hours when needed (support client releases, incident management etc.)
Support on-call activities up to 2 weeks a month (preferred, not a deal breaker in the short term)
Daily Operations
Manage day-to-day client contact and act as the primary operational point of contact
Monitor incoming client tickets and issues, ensuring timely triage and response
Produce monthly operational and service reports as required
Escalate operational risks and issues requiring management attention
Support incident management, including coordination and client communications
Take ownership of critical client issues, including rare after-hours support
Prepare incident reports and post-incident documentation
Account Maintenance




Track consumption of support hours against retainer limits
Manage engagement economics and financial performance with senior support
Prepare, submit, and track client invoicing and payment follow-ups
Complete service quality and compliance reporting as required
New Business and Growth
Identify and upsell opportunities from the Managed Services Service Catalogue, including overage
Support the preparation of proposals, estimates, and pitch materials for new and existing clients
What we offer you
At EY, we'll fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams.
We're proud to be recognised as the #1 WORK180 Endorsed Employer in the Top 101 Employers for Women ****.
Learn more .
Career development:At EY, your career is yours to shape!
We'll develop you with future-focused skills and equip you with world-class experiencesey.com/au/careerdevelopment
Flexible work arrangements:Our flexible work policies empower you to balance your professional and personal life, fostering a culture of trust and autonomy.
A comprehensive benefits package:From a yearly wellness incentive, to access to additional 8 weeks of flex leave per year, and family-friendly policies, including up to 26 weeks of gender-neutral paid parental leave, we cater to your diverse needs to help you thrive both personally and professionallywww.ey.com/au/benefits
Salary:We offer a competitive salary which is open to negotiation pending on skills and experience.
Acknowledgement of Country
EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia.
We pay our respects to their cultures, and to their Elders — past, present, and emerging.
Find out more about our vision for reconciliation atey.com/en_au/careers/indigenous
EY Building a better working world
Our preferred applicant will be required to undertake employment screening by EY or our external third-party provider.
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