Zetta's growth has created an exciting opportunity for an experienced Service Delivery Manager to lead our Enterprise customer portfolio. This is a high-impact role where you'll oversee the delivery of managed services, ensure contractual obligations are exceeded, and represent Zetta at the customer interface. If you're driven by customer satisfaction, disciplined about SLAs, and ready to step into a leadership role, this is for you.
Key responsibilities
Own the end-to-end delivery of managed services for our Enterprise customers, from onboarding through ongoing service management
Lead service delivery meetings with customers, providing clear, professional communication and proactive progress updates
Monitor SLA performance across your portfolio, escalated issues with context, and work cross-functionally with technical teams to resolve problems
Maintain and continuously improve knowledge bases, process documentation, and the quality management system
Develop team members and identify process improvements that strengthen both customer experience and operational efficiency
Represent Zetta with integrity and professionalism in customer interactions
About you
At least 3 years of service coordination or service desk leadership experience
ITIL v4 Foundation certification (required) – Specialist certification is a bonus
Solid ability to balance customer needs with business priorities and influence stakeholders to positive outcomes
Discipline around SLAs, ticketing processes, and documentation practices
Working knowledge of Windows, Microsoft 365, and common end-user applications
Excellent written and verbal communication – you explain complex things clearly
Genuine desire to improve processes and grow technically over time
Must be an Australian Permanent Resident or Australian Citizen (required for security clearance purposes)
About us
Zetta is a Perth-based Managed Services Provider with offices across Western Australia and Victoria. We're ISO 27001 and ISO 9001 certified, hold Microsoft Solutions Partner status, and partner with market-leading technology vendors to deliver enterprise-grade solutions to growing mid-market businesses.
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📌 Service Delivery Manager (Perth)
🏢 Zetta
📍 Perth