Service Delivery Manager

ABOUT THE ROLE

We are looking for an experienced Service Delivery Manager to lead application managed services for our client on an exciting project in public administration space. You will own service performance end to end, from SLAs and incident resolution through to releases and go-lives, and lead a multi-tier support team in Sydney.

This role suits someone who has run application support at scale in an enterprise or government setting and can hold their own with business stakeholders, technical teams and third-party vendors at the same time.

WHAT YOU'LL DO

Service & SLA Management

• Oversee end-to-end delivery of application managed services
• Make sure response times, incident resolution and availability targets are consistently met
• Track and report on SLA performance, and act quickly when service starts to slip

Team Leadership

• Lead, mentor and grow a team of support engineers across Tier 1 to Tier 3
• Balance workloads, set priorities and keep the team technically ready for what's coming
• Build a team culture focused on ownership and service quality

Stakeholder Engagement

• Be the main point of contact between technical teams, business stakeholders and third-party vendors
• Communicate progress, risks and service issues clearly and early
• Manage expectations across stakeholders with different priorities

Continuous Improvement

• Analyse ticket trends and recurring defects to find root causes
• Improve support processes and drive changes that make the applications more reliable
• Use data to show where the service is getting better and where it needs work

Compliance & Governance

• Make sure support activities follow ITIL and the client's service management frameworks
• Uphold data security protocols and audit requirements
• Keep governance documentation and reporting current and audit-ready

Release Management

• Prepare business and technology teams for go-lives, patches and system upgrades
• Coordinate release readiness, cutover planning and post-release support

WHAT WE'RE LOOKING FOR

Must-Have

• 7+ years of experience in IT service delivery or application support, with recent time in a Service Delivery Manager role
• Proven experience running application managed services against contractual SLAs
• Experience leading multi-tier support teams (Tier 1 to Tier 3)
• Strong stakeholder management skills, including working with vendors and senior business stakeholders
• Australian Citizen or Permanent Resident (mandatory)
• Based in Sydney

Technical Depth

• ITIL processes: incident, problem, change and release management
• ITSM tooling such as ServiceNow, Jira Service Management or similar
• SLA and KPI reporting, ticket trend analysis and root cause analysis
• Release and deployment coordination across business and technology teams
• Working knowledge of data security and audit requirements in a regulated environment

Preferred Certifications

• ITIL 4 Foundation (or higher)
• ITIL 4 Managing Professional or Strategic Leader
• PRINCE2, PMP or equivalent delivery certification

NICE TO HAVE

• Experience delivering services to state government or other public sector clients
• Background working with a large global IT services provider
• Experience with Agile delivery alongside a managed services model
• Exposure to service transition and onboarding of new applications into support

WHAT SETS YOU APART

• You know your numbers and can explain what's behind them
• You stay calm and organised during major incidents and keep everyone informed
• You fix problems at the source rather than just closing tickets
• You can earn the trust of both your team and the client