Job Description

Service Delivery Manager

n

This range is provided by Monvia. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

n

Base pay range

n

A$140,000.00/yr - A$160,000.00/yr

n

Direct message the job poster from Monvia

n

Chief People & Culture Officer @ Monvia| People Operations Specialist

n

Newly created role of Service Delivery Manager.

n

3 days onsite in Sydney.

n

Applications close 5 January 2026, and interviews will commence that week

n

Monvia is looking for a Service Delivery Manager (SDM) is responsible for ensuring the efficient delivery of IT-enabled services (ITIL) to clients, maintaining service quality, and driving continuous improvement. The role requires strong leadership, stakeholder management, and operational oversight to meet SLAs, KPIs, and client expectations.

n

n
- Manage end-to-end service delivery for ITIL operations, ensuring adherence to SLAs, OLAs, and KPIs.
n
- Act as the primary point of contact for clients regarding service performance, escalations, and resolution management.
n
- Coordinate with cross-functional teams including operations, technical support, and process teams to ensure timely service delivery.
n
- Monitor, analyse, and report on service performance, identifying trends, risks, and opportunities for improvement.
n
- Drive continuous improvement initiatives, process optimization, and cost-efficiency measures.
n
- Lead and mentor service delivery teams to ensure high performance, motivation, and adherence to company standards.
n
- Manage client escalations effectively, providing timely resolutions while maintaining client satisfaction.
n
- Ensure compliance with organizational policies, industry standards, and regulatory requirements.
n




- Collaborate with sales and account management teams to support contract renewals, expansions, and new opportunities.
n
- Strong understanding of IT-enabled services (BPO, ITSM, KPO, or similar operations).
n
- Excellent client relationship management and communication skills.
n
- Strong analytical, problem-solving, and decision-making abilities.
n
- Ability to manage multiple priorities and teams in a dynamic environment.
n
- Experience with ITIL frameworks, service management tools, and reporting dashboards.
n
- Leadership skills to manage, mentor, and motivate teams effectively.
n

n

Qualifications & Experience:

n

n
- Bachelor's degree in IT, Business Administration, or related field.
n
- 5–10 years of experience in ITIL service delivery, with at least 2–3 years in a managerial role.
n
- Proven track record of managing service delivery in multi-client environments.
n
- Experience with SLA management, operational reporting, and client escalations.
n
- ITIL certification is a plus.
n

n

Seniority level

n

Mid-Senior level

n

Employment type

n

Full-time

n

Job function

n

Information Technology

n

Industries

n

Financial Services and IT Services and IT Consulting

n

Referrals increase your chances of interviewing at Monvia by 2x

n

Sign in to set job alerts for "Service Project Manager" roles.

n

Sydney, New South Wales, Australia 2 weeks ago

n

Deployment Operations, Technical Project Manager

n

Sydney, New South Wales,



Australia 5 days ago

n

Sydney, New South Wales, Australia 2 weeks ago

n

Sydney, New South Wales, Australia 5 months ago

n

Kurnell, New South Wales, Australia A$125,000.00-A$135,000.00 1 week ago

n

North Sydney, New South Wales, Australia 2 weeks ago

n

Sydney, New South Wales, Australia 4 days ago

n

North Sydney, New South Wales, Australia 2 days ago

n

Sydney, New South Wales, Australia 5 days ago

n

Sydney, New South Wales, Australia 5 hours ago

n

Sydney, New South Wales, Australia 1 day ago

n

Technical Project Manager (Equipment Design)

n

Kurnell, New South Wales, Australia A$130,000.00-A$140,000.00 2 weeks ago

n

Parramatta, New South Wales, Australia 1 day ago

n

Sydney, New South Wales, Australia 1 month ago

n

Sydney, New South Wales, Australia 2 weeks ago

n

Senior Project Manager (Technical) – Hybrid in Canberra/Melbourne/Sydney each week

n

Sydney, New South Wales, Australia 22 hours ago

n

Pymble, New South Wales, Australia 2 weeks ago

n

Sydney, New South Wales, Australia 1 day ago

n

Sydney, New South Wales, Australia 5 days ago

n

Sydney, New South Wales, Australia 6 days ago

n

Senior Manager (Fulfilment & TW Delivery)

n

Sydney, New South Wales, Australia 1 day ago

n

Sydney, Recent South Wales, Australia 2 days ago

n

Technical Delivery Manager (Technical Engagement Manager II)

n

Sydney, Current South Wales, Australia 6 days ago

n

Hornsby, New South Wales, Australia 6 days ago

n

Sydney, New South Wales, Australia 1 day ago

n

Sydney, New South Wales, Australia 5 days ago

n

Sydney, New South Wales, Australia 2 days ago

n

We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.

📌 Service Delivery Manager (New South Wales)
🏢 Monvia
📍 New South Wales