Job Description

Service Delivery Manager - Managed Services (MSP)

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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.

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About Systima

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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.

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About the Role

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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.

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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.

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What You Will Be Doing

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- Owning client satisfaction, reporting and communication for an assigned portfolio
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- Overseeing delivery of client projects and IT direction/roadmapping conversations
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- Managing escalation of hard conversations with clients
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- Overseeing invoicing and contract management for your accounts
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- Upselling additional services and managing pipeline within your existing client base
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- Conducting risk assessment across services, SLAs, client stability and client fit
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- Coordinating onsite resourcing, staff augmentation and related timesheets
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- Working closely with Solutions, Projects, Service Desk and Procurement to keep the client experience seamless
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What You Will Bring

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- Ability to build rapport with clients and team members
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- Self-motivated, with a solid understanding of business and the drive to grow revenue
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- Comfortable taking responsibility for client engagements, including the hard conversations
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- Great written and verbal communication
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- Several years' experience in a client-facing service delivery, account management or similar role, ideally in IT services or an MSP
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Nice To Have

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- Experience with a PSA/ticketing platform, CRM or contract management system
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- ITIL Foundation or equivalent service management training
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- Project or programme management exposure, such as PRINCE2
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- Experience managing a portfolio of clients rather than a single account
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What We Offer

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- Competitive salary, reviewed annually
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- Genuine ownership of your own client portfolio
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- A clear growth path as the account management function scales
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- 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