Information Technology Service Delivery Manager

Better Staff; Brisbane; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

Better Staff is seeking a Service Delivery Manager to own the client experience and ensure smooth IT service delivery for mid-market and enterprise clients in Brisbane. The role blends customer engagement, service management, and leadership, with a focus on delivering services efficiently and proactively.

You will oversee delivery across multiple streams, build trusted relationships, and work with technical operations, projects, and commercial teams in a hybrid environment.

Qualifications

• Proven experience in Service Delivery or IT Service Management (MSP or enterprise background preferred).
• Experience overseeing multi-technology service environments.
• Strong communication, leadership, and stakeholder management skills.

Responsibilities

• Build and maintain strong, trusted relationships with key customers.
• Oversee IT service delivery across multiple technical streams.
• Ensure service performance meets or exceeds agreed SLAs and KPIs.
• Coordinate internal delivery teams to ensure clear communication and seamless service.
• Identify and drive improvements to processes, quality, and efficiency.

Skills

Service Delivery

ITSM

Stakeholder Mgmt

Leadership

Job description

Lead service delivery for mid-market and enterprise clients

We’re partnering with a highly regarded IT service provider that delivers managed and professional services to mid-market and enterprise clients. They’re looking for a Service Delivery Manager to own the client experience and keep service delivery running smoothly.

About the role

You’ll oversee the delivery of IT services to clients, working closely with technical operations, projects, and commercial teams. The role blends customer engagement, service management, and leadership, with a focus on delivering services efficiently, proactively, and with a customer-first mindset.

What you’ll do

• Build and maintain strong, trusted relationships with key customers
• Oversee IT service delivery across multiple technical streams
• Ensure service performance meets or exceeds agreed SLAs and KPIs
• Coordinate internal delivery teams to ensure clear communication and seamless service
• Identify and drive improvements to processes, quality, and efficiency

What you’ll bring

• Proven experience in Service Delivery or IT Service Management (MSP or enterprise background preferred)
• Experience overseeing multi-technology service environments
• Strong communication, leadership, and stakeholder management skills
• Ability to work independently and collaboratively in a hybrid environment