About InfoConsulting | Who we are?

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 recent 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. We invite you to join our growing team in Australia. The opportunity

To support our expansion plans, we are currently hiring Service Delivery Manager to strengthen our team and embark on an exciting new journey with us. 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’ll be doing:

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-live readiness and formal handover to support. What success looks like

At 90 days

Completed a full review of service performance, resourcing and reporting, and stabilised at-risk areas. Established visibility over workload, coverage and forecast accuracy across the team. Built a trusted relationship with the Managing Director, Account Owner and key customer stakeholders. Identified quick wins in governance, reporting discipline or resourcing. At 12 months

Sustained attainment across the contracted service level framework, with service credits avoid

📌 Service Delivery Manager (Sydney)
🏢 InfoConsulting Group
📍 Sydney