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 opportunity 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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Market-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