Novigi is The Next Gen Technology Partner to the Global Wealth and Retirement Systems with offices in Sydney, Melbourne, Brisbane, Wollongong, New Zealand, Singapore and Colombo, Sri Lanka. At our core, we are data-driven transformation and business optimisation experts. We partner with our clients to transform their business functions through the clever use of data and interoperability. We do this by offering a range of services and solutions.

Description

The IT Service Delivery Manager leads the day to day running of Novigi’s Modern Workplace managed services for a portfolio of clients, many of them in regulated financial services. The role is accountable for service outcomes; the SLAs, the queue, the reporting and the relationships that keep clients confident their systems are in valuable hands. This role owns the service management practice end to end, from incident and request through to problem and change, along with the tooling and reporting stack that runs it.

This role is expected to operate as a contemporary service management leader: data-led, client first, automation minded and deeply focused on service reliability, audit readiness, security and measurable client value.

The service desk and delivery engineers report into this role. The IT Service Delivery Manager sits between the service desk and engineering on one side, and client stakeholders and auditors on the other, and is accountable for what both of them see.

Responsibilities:

- Provide people leadership for the service desk (10 direct reports), including priorities, workload, coaching, development, engagement and cover.
- Establish and drive a service culture across the team, including expectations for quality, responsiveness,



accountability and continuous improvement.
- Build team capability through coaching, succession planning, capability uplift and career pathways.
- Champion Novigi’s values of being AI Obsessed and Client First throughout the team, modelling the behaviours and standards expected of all team members.

Service Delivery & Operations

- Own the service desk and delivery queues against agreed SLAs, reporting honestly on where targets are and are not met.
- Run incident, request, problem and change management day to day, and lead major incidents through to resolution and a written post-incident review.
- Chair regular service reviews with clients, working from data rather than anecdote.
- Manage escalations and keep clients informed before they have to ask.
- Oversee escalation and after-hours support arrangements, ensuring on-call rosters are sustainable, fairly distributed and supported by clear runbooks and automation.

Platforms, Tooling & Reporting

- Own ConnectWise PSA as the system of record for delivery – boards, workflows, SLAs, time capture and the data quality everything else depends on.
- Configure and get value from ConnectWise RMM, tuning monitoring, patching, automation and alerting to cut noise rather than add to it.
- Build and maintain BrightGauge dashboards and client reporting, so the numbers are trusted and tell the truth.




- Work across the Microsoft stack, including Microsoft 365, Azure, Entra ID and Intune, well enough to make sound service decisions and hold engineers and vendors to account.
- Run service management to documented, repeatable processes that stand up to scrutiny.
- Keep the evidence current. SLA performance, change records, access reviews and incident history so an audit is a report rather than a scramble.
- Support internal and external audits and client due diligence, and own remediation actions through to close.
- Ensure services meet clients’ regulatory obligations, including APRA CPS 230 and CPS 234, ISO 27001, GS007 and SOC 2, as well as Novigi’s own controls.
- Oversee the resolution and reporting of security incidents, and ensure the team completes security training and understands its obligations under CPS 234.
- Identify where AI improves service delivery. Triage, ticket summarisation, knowledge and trend detection and prove the value before scaling it.
- Put guardrails around AI use, including data handling, human review and a clear line on what AI does and does not decide, especially in regulated work.
- Lead the team towards an AI first operating standard, ensuring engineers are equipped, enabled and expected to use AI in their day to day work.

Client Partnership & Commercial Outcomes

- Be the senior service contact clients rely on, building trusted relationships and raising difficult issues early.
- Act as a key advisor to clients, providing insights that address both operational challenges and strategic priorities.
- Work with sales and onboarding so new clients start on solid ground.
- Balance clien

📌 Service Delivery Manager (Sydney)
🏢 Novigi
📍 Sydney