Overview

We are seeking an experienced Service Delivery Manager to lead the delivery of Application Managed Services (AMS) engagements, ensuring high service quality, operational excellence, stakeholder satisfaction, and continuous service improvement. The successful candidate will act as the bridge between customers, technical teams, and leadership while driving SLA performance, governance, and service transformation initiatives.

Key Responsibilities

- Manage end-to-end AMS delivery, ensuring achievement of SLAs, KPIs, incident resolution targets, and service stability.
- Lead and mentor support teams across Tier 1, Tier 2, and Tier 3 support functions.
- Build strong relationships with business stakeholders, customers, and third-party vendors.
- Drive customer satisfaction through proactive engagement and service improvements.
- Oversee incident, problem, change, and release management activities in line with ITIL best practices.
- Monitor service performance, risks, escalations, and operational metrics.
- Deliver weekly, monthly, and executive-level service reports.
- Establish and maintain governance frameworks for onsite/offshore delivery models.
- Identify opportunities for automation, process optimisation, and continuous improvement initiatives.
- Support release planning, deployments, upgrades, and go-live readiness activities.
- Ensure compliance with organisational policies, security standards, and audit requirements.

Essential Skills & Experience

- 7+ years of experience in Service Delivery, Application Support, or Managed Services environments.




- Proven experience managing AMS engagements with responsibility for SLA and KPI performance.
- Strong stakeholder and customer management skills.
- Sound understanding of ITIL processes including Incident, Problem, Change, and Service Request Management.
- Experience working with ServiceNow or similar ITSM platforms.
- Experience managing distributed onsite/offshore delivery teams.
- Strong reporting, governance, and operational management experience.
- Ability to drive service improvements and operational excellence programs.

Desirable Skills

- Exposure to DevOps practices and release governance.
- Understanding of testing and quality assurance processes.
- Experience within large enterprise or government environments.
- ITIL certification or relevant service management qualifications.

Ideal Candidate The ideal candidate will be a customer-focused Service Delivery professional with strong leadership, governance, and stakeholder management capabilities. They will have a proven track record in managing managed services engagements, driving service improvements, and delivering high-quality support services while maintaining strong customer relationships. If this sounds like you then apply today!

If you’re interested or know someone who might be — feel free to send an updated resume to [email protected] . If all aligns, you will be reached out.

We believe in working for a place that works for you. We have many versatile working options within our team so talk to us about which arrangements would work best for you.

📌 Service Delivery Manager | Perm Role | Sydney
🏢 Hays
📍 Sydney