Client-Centric Service Delivery Leader

Virtuelle Group; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Culture of Recognition

Innovation Hub

Leading Tools

Work Flexibility

Purpose-Driven

Job summary

Virtuelle Group is a leading MSP/MSSP delivering Managed ICT and Cyber Security services across APAC and the U.S. region.

We are seeking a Service Delivery Manager to lead delivery excellence, ensure SLA adherence and drive continuous quality improvements for our clients. You will manage delivery reporting, act as the primary escalation point for incidents, and champion client care initiatives while maintaining proactive communication with customers.

Qualifications

• Proven experience in a Customer Service Management/Service Delivery role.
• Ability to understand and act upon technical queries.
• Excellent stakeholder management skills.
• Excellent communication skills.
• Aptitude to learn new technologies.
• Operational experience with ITIL methodologies.

Responsibilities

• Ensure seamless and efficient service delivery and meet SLAs.
• Lead by example and motivate peers to achieve greatness.
• Drive innovative service improvement initiatives.
• Lead Change Advisory Boards and guide key decisions.
• Deliver exceptional customer service and exceed client expectations.
• Build and nurture strong relationships with clients.
• Oversee service delivery reporting and ensure accuracy.
• Act as go-to person for problem resolution.
• Translate client technical challenges to internal teams for timely resolution.
• Champion the Client Care Initiative and drive continuous improvement.
• Maintain proactive and dynamic communication with customers.

Skills

Customer service management

Stakeholder management

ITIL experience

Communication skills

Client environments

Problem solving

Relationship building

Job description

Virtuelle Group is a leading MSP/MSSP delivering Managed ICT and Cyber Security services across APAC and the U.S. region.

We are seeking a Service Delivery Manager to lead delivery excellence, ensure SLA adherence and drive continuous quality improvements for our clients. You will manage delivery reporting, act as the primary escalation point for incidents, and champion client care initiatives while maintaining proactive communication with customers.