Service Delivery Manager - Consultancy

Looking to lead high-performing teams and deliver exceptional IT services across diverse client environments?

Join a leading Microsoft partner and cloud technology innovator based in Sydney, trusted by enterprise, government, and high-growth clients. The organisation is at the forefront of cloud, security, and modern workplace solutions, delivering technology programs that genuinely transform businesses. 

They are seeking a Service Delivery Manager with 2–3+ years’ experience managing service desk operations, ideally in an MSP or Microsoft partner environment. The role involves leading a team of 10–15 engineers and support staff, ensuring high-quality service delivery across complex, high-profile client environments. With a team of 120+ professionals, the culture is dynamic, ambitious, and collaborative—perfect for a leader who thrives in a fast-moving environment.

Take the next step in your career and lead transformative technology programs, apply now!

Key Responsibilities:

• Lead, coach, and develop a service desk team of 10–15
• Ensure SLAs and KPIs are consistently exceeded
• Drive process improvement, efficiency, and best-practice adoption
• Manage escalations, client communications, and critical incidents
• Monitor and report service metrics to internal and external stakeholders
• Champion a culture of excellence, accountability, and continuous improvement

Requirements:

• 2–3+ years’ experience managing a service desk or IT support team
• MSP or Microsoft partner experience highly desirable
• Strong leadership, coaching, and people management skills
• Proven ability to handle escalations and deliver outstanding client outcomes
• Excellent communication and stakeholder management skills
• Understanding of ITIL frameworks and service delivery best practices

Benefits:

• Hybrid working in central Sydney
• Lead a high-performing team in a forward-thinking, fast-growing technology organisation
• Exposure to enterprise, government, and SMB clients with complex technology needs
• Dynamic, collaborative, and high-energy culture
• Opportunities for career growth and professional development

Salary:

• 90,000-120,00 AUD