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.About Idea 11Idea 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.About the RoleYou'll work closely with our Head of Customer Success, Account Executives and engineering teams to:Ensure contracted SLAs are met or exceededEliminate delivery risk before it becomes an escalationBuild the kind of trust that opens the door to future opportunitiesIdentify where Idea 11 can add value beyond the current scope of workDrive continuous improvement of service delivery across your portfolio and beyondYou will play a key role in how our clients experience Idea 11 day to day.Key ResponsibilitiesOwn the day-to-day relationship for your portfolio, acting as first point of contact for managed services escalations and queriesProvide operational leadership and oversight of each client's in-scope environment, ensuring delivery compliance and contracted reportingEnsure all contracted SLAs are met or exceeded, and act quickly when they're at riskIdentify and progress upsell and expansion opportunities within your accounts, working alongside our Account Executive team on commercial termsApply ITIL best practice across incident, problem, and service management; lead process reviews as requiredEstablish and own Service Improvement Plans (SIPs) where needed, seeing identified actions through to completionPartner with engineering teams on Post Incident Reviews (PIRs)



and ensure resulting actions are completedIdentify client risk early and work with the customer toward practical, satisfactory mitigation plansWhat You'll BringCore ExperienceProven experience within a commercial Managed Services (MSP) or IT consulting environmentA track record managing a portfolio of client relationships, including escalations and service performanceYour Capability & ApproachYou will be:Comfortable operating at senior stakeholder level, building trust and credibility with client leadershipSkilled at facilitating difficult conversations and resolving escalations calmlyContinuous improvement focused - willing to be involved in driving the service delivery practice forwardCommercially minded - able to spot and progress opportunities within an account without overstepping into pure salesExperienced with ITIL knowledge and hands-on ITSM processes (incident, problem, and SLA management)Comfortable working within, or helping shape, reporting and service workflows, including running Service Improvement PlansHighly proactive with a strong ownership mindset - you see problems through to resolution rather than waiting to be toldCalm, decisive, and direct - able to have honest conversations without damaging the relationshipRequirementsAustralian Citizen or Permanent ResidentBrisbane CBD based (with flexible WFH arrangements)Why Join Idea 11?
A values and culture-driven company with a supportive team environmentFlexible working arrangements, including WFHCompany-funded certifications, pass or failAn opportunity to help build the standards and playbook for a growing delivery function - not just execute someone else'sRegular social events, recognition, and career development opportunitiesPaid parental leave on top of Government paymentsOpen access to leadership and a technically strong management teamStructured onboarding and support from day oneFinal NoteYou'll be successful in this role if you enjoy working closely with clients, solving problems before they elevate, and helping shape how a growing delivery function operates.Strictly no recruitment agencies.
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📌 Service Delivery Manager (Brisbane)
🏢 Idea 11
📍 Brisbane