Service Delivery Manager - Enterprise Managed Services

InfoConsulting Australia | Sydney, on site | Full time, Permanent | AUD $150,000 - $165,000 base + super + STI

About InfoConsulting

InfoConsulting is one of the fastest growing consulting companies operating internationally in the field of technology and management. We work with the latest ERP technologies, addressing the real needs of our clients, and improving the efficiency of their operations. We are systematically and dynamically expanding into new countries. Thanks to the work of our experts and their professional approach to business, we are an IFS Elite Partner, repeatedly awarded the title of IFS Partner of the Year.

At InfoConsulting, we combine diverse experience and skills, creating an environment based on collaboration, responsibility, and openness. We value professionalism, commitment, creativity, and trust - values that inspire the way we collaborate and support each other every day in all the countries we operate in.

Join a team of experts who strive together to achieve ambitious goals and transform the way companies operate around the world.

About the role

We are appointing a Service Delivery Manager to take full ownership of a new, large-scale managed service for a major NSW utility. This is a flagship, multi-year engagement supporting a business-critical field service platform that dispatches and manages field crews around the clock for a customer serving millions of people daily.

This is a senior, high-accountability role reporting to our Managing Director ANZ, working closely with the Account Owner. You will be the single point of accountability for the service - owning performance against the contracted SLA framework,



running governance with the customer, leading a blended onshore/offshore team, and holding the commercial relationship day to day.

The role is based on site with the customer in Sydney, embedded with their team.

What you will be responsible for

Service ownership and SLA accountability

- Act as the named service owner and primary contact for the customer, responsible for delivery, SLA achievement and escalation resolution.
- Own performance against eight contracted critical service levels, including 99.5% availability and 4-hour P1 resolution, and manage the associated service credit exposure.
- Prepare drill-down reports and action plans within five business days of any failed SLA, and lead remediation through to trend recovery.

Governance and reporting

- Run the contracted governance cadence, including monthly performance reviews, weekly operational forums, and input to quarterly executive sessions.
- Own the full reporting suite - monthly executive summaries, performance and trend reporting, weekly incident reports, and post-incident reviews.
- Keep reporting forward-facing, anticipating risks and prioritising issues for management decision-making.

Service management and the customer interface

- Manage the tier 2/3 interface with the customer's service desk, ensuring incidents and requests are captured,



classified and resolved to agreed timeframes.
- Ensure ITIL practices are applied consistently across incident, problem, change, release and knowledge management.
- Act as escalation point for major incidents, owning post-incident review, root cause analysis and action tracking.

Team leadership and resourcing

- Lead a blended team of around fifteen, spanning onshore Sydney staff and an offshore delivery centre, directed through its team lead.
- Structure coverage to meet contractual obligations for highest-priority incidents, and maintain a surge bench for continuity through leave, attrition and demand peaks.
- Deliver structured knowledge transfer to upskill the customer's team, and lead recruitment, onboarding and capability-building as the account grows.

Commercial management

- Own the enhancement register - status, priority, pipeline and feasibility - and govern the prepaid enhancement pool, including release cadence and the support/billable boundary.
- Maintain visibility of contracted entitlement usage, flag out-of-scope work early, and support accurate monthly invoicing.
- Maintain portfolio gross margin within agreed targets, and identify follow-on and expansion opportunities.

Multi-supplier collaboration and continuous improvement

- Work as one team with the platform vendor, systems integrator and the customer's other suppliers, resolving provider-to-provider disputes without customer intervention.
- Own the continual service improvement programme, progressing quarterly initiatives against the SLA framework.
- Support the transition programme during onboarding, contributing to go-

📌 Service Delivery Manager – Enterprise Managed Services (Sydney)
🏢 InfoConsulting Australia
📍 Sydney