Service Delivery Manager

Summary:

Rend Tech is seeking an experienced Service Delivery Manager to lead our technical support and service delivery teams within a fast-paced Managed Service Provider (MSP) environment specialising in healthcare clients. This role is responsible for ensuring exceptional customer service, managing escalations, driving SLA performance, leading technical teams, and maintaining strong relationships with healthcare practices and stakeholders.

Responsibilities:

• Lead and mentor Helpdesk and Technical Support teams
• Manage service delivery, ticket queues, escalations, and SLA performance
• Act as the senior escalation point for complex client issues
• Build and maintain strong client relationships
• Drive operational improvements and service excellence
• Work closely with project teams on implementations and onboarding
• Monitor team performance, reporting, and service metrics

Qualifications:

• Minimum 5 years’ experience in an MSP environment
• Previous experience supporting healthcare clients (medical, allied health, specialist or aged care sectors)
• Experience in a Service Delivery Manager, Helpdesk Manager, or Senior IT Operations role
• Strong knowledge of Microsoft 365, Azure, networking, cloud, and infrastructure technologies
• Proven experience leading technical support teams
• Current Australian Driver’s Licence
• ITIL certification (desirable)
• Microsoft, Azure, or Cisco certifications (desirable)
• Experience with healthcare systems and compliance requirements (desirable)