Job Description
We are looking for a Service Delivery Manager to own the day-to-day relationship and drive exceptional service delivery for a portfolio of managed services clients. You'll be the trusted advisor, the escalation point and the person who helps us grow with our clients.
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Idea 11 is an Australian-based, award-winning, full-stack IT consulting and managed services company specialising in cloud. We are a values-driven organisation with a robust focus on delivering high-quality outcomes for our clients, while building a high-performing, collaborative, and supportive team environment.
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You'll work closely with our Head of Customer Success, Account Executives and engineering teams to:
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Ensure contracted SLAs are met or exceeded
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Eliminate delivery risk before it becomes an escalation
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Build the kind of trust that opens the door to future opportunities
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Identify where Idea 11 can add value beyond the current scope of work
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Drive continuous improvement of service delivery across your portfolio and beyond
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You will play a key role in how our clients experience Idea 11 day to day.
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Key Responsibilities
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Own the day-to-day relationship for your portfolio, acting as first point of contact for managed services escalations and queries
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Provide operational leadership and oversight of each client's in-scope environment, ensuring delivery compliance and contracted reporting
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Ensure all contracted SLAs are met or exceeded, and act quickly when they're at risk
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Identify and progress upsell and expansion opportunities within your accounts,



working alongside our Account Executive team on commercial terms
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Apply ITIL best practice across incident, problem, and service management; lead process reviews as required
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Establish and own Service Improvement Plans (SIPs) where needed, seeing identified actions through to completion
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Partner with engineering teams on Post Incident Reviews (PIRs) and ensure resulting actions are completed
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Identify client risk early and work with the customer toward practical, satisfactory mitigation plans
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What You'll Bring
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Core Experience
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Proven experience within a commercial Managed Services (MSP) or IT consulting environment
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A track record managing a portfolio of client relationships, including escalations and service performance
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Your Capability & Approach
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You Will Be
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Comfortable operating at senior stakeholder level, building trust and credibility with client leadership
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Skilled at facilitating difficult conversations and resolving escalations calmly
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Continuous improvement focused - willing to be involved in driving the service delivery practice forward
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Commercially minded - able to spot and progress opportunities within an account without overstepping into pure sales
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Experienced with ITIL knowledge and hands-on ITSM processes (incident, problem, and SLA management)
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Comfortable working within, or helping shape, reporting and service workflows, including running Service Improvement Plans
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Highly proactive with a strong ownership mindset - you see problems through to resolution rather than waiting to be told
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Calm, decisive, and direct - able to have honest conversations without damaging the relationship
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Requirements
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Australian Citizen or Permanent Resident
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Brisbane CBD based (with flexible WFH arrangements)
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Why Join Idea 11?
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A values and culture-driven company with a supportive team environment
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Flexible working arrangements, including WFH
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Company-funded certifications, pass or fail
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An opportunity to help build the standards and playbook for a growing delivery function - not just execute someone else's
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Regular social events, recognition, and career development opportunities
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Paid parental leave on top of Government payments
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Open access to leadership and a technically strong management team
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Structured onboarding and support from day one
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Final Note
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You'll be successful in this role if you enjoy working closely with clients, solving problems before they escalated, and helping shape how a growing delivery function operates.
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Strictly no recruitment agencies.
#J-*****-Ljbffr

📌 Service Delivery Manager (Queensland)
🏢 Idea 11
📍 Queensland