Job Description

Customer Success & Service Delivery Manager

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Customer Success & Service Delivery Manager

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About Us

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We are a growing Managed Services Provider delivering IT support, cloud solutions, cyber security, Microsoft 365, infrastructure, and strategic technology services to businesses across Australia and New Zealand.

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We pride ourselves on delivering proactive support, exceptional customer service, and long-term technology partnerships that help our clients succeed.

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As we continue to grow, we are looking for a Customer Success & Service Delivery Manager to become a key link between our customers, service desk, engineers, and project teams.

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About the Role

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This role combines customer success, service delivery, onboarding, project oversight, reporting, operational improvement, and commercial prospect management.

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You will ensure our customers receive outstanding service, projects remain on track, onboarding is completed professionally, and opportunities for improvement are identified and presented.

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This is a highly visible role with significant influence on both customer experience and operational excellence.

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Key Responsibilities

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Customer Success & Relationship Management

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Build and maintain strong relationships with customer stakeholders.

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Act as a trusted advisor to customers.

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Drive customer satisfaction and retention.

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Manage customer concerns and escalations.

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Ensure customers receive ongoing value from their technology investment.

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Customer Onboarding

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Own the onboarding experience for all new customers.

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Coordinate onboarding activities between customers and technical teams.

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Ensure monitoring, backups, security controls, documentation and support processes are implemented correctly.

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Conduct onboarding reviews and customer handovers.

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Ensure customers understand support processes and escalation pathways.

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Operations & Service Delivery

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Monitor support tickets and ensure SLA commitments are met.

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Review aged, priority and escalated tickets.

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Work with technical teams to remove roadblocks and improve customer outcomes.

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Produce monthly customer service reports.

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Produce backup, monitoring and infrastructure health reports.

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Analyse ticket trends, SLA performance and customer experience metrics.

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Track project milestones, timelines and deliverables.

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Ensure projects remain on schedule and customers are kept informed.

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Coordinate communication between customers, engineers and project resources.

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Monitor project risks, dependencies and outstanding actions.

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Assist in ensuring projects are delivered successfully and on time.

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Review and improve service desk processes and procedures.

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Identify opportunities for automation, AI and operational efficiency.

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Develop and maintain internal and customer-facing processes.

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Drive continual service improvement initiatives across the business.

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Technology Reviews & Commercial Opportunities

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Review customer environments and identify improvement opportunities.

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Identify security, infrastructure and operational risks.

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Prepare recommendations.

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Follow up recommendations and remediation projects.

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Assist with renewals and licensing reviews.

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Help customers plan future technology improvements and projects.

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About You

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- Experience working within an MSP or IT services environment.
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- Strong customer relationship and stakeholder management skills.
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- Excellent organisational and project coordination abilities.
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- Ability to work effectively with both technical teams and business decision makers.
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- Strong written and verbal communication skills.
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- A proactive and solutions-focused mindset.
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- Commercial awareness and a desire to help customers improve.
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Highly Regarded

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- Managed Services experience.
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- Service Delivery or Customer Success experience.
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- Technical Account Management experience.
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- Exposure to Microsoft 365, Azure, Servers and Networks.
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- Ability to perform technical work.
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What Success Looks Like

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- Customers are engaged, informed and satisfied.
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- New customers experience a smooth onboarding process.
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- Projects are delivered on time and customers are kept up to date.
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- Service levels are consistently achieved.
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- Customer reports provide meaningful insights and recommendations.
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- Technology opportunities are identified, quoted and delivered.
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- Customers view you as a trusted advisor.
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Why Join Us?

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- Join a growing and ambitious MSP.
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- Be empowered to influence customer experience and business operations.
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- Work alongside experienced technical and leadership teams.
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- Competitive salary and performance incentives.
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- Real career growth opportunities as the business continues to expand.
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📌 Customer Success & Service Delivery Manager (Victoria)
🏢 Recognized
📍 Victoria