Melbourne Service Delivery Lead - Customer Support

betr Entertainment Aus Pty Ltd; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

betr Entertainment Aus Pty Ltd in Melbourne is seeking a Service Delivery Manager to lead the Customer Support function end-to-end, driving performance, experience and efficiency.

You will build and develop a Melbourne-based team, set priorities, tackle challenges and deliver measurable improvements while aligning with wider operations.

This role requires a commercial mindset, proactive leadership and accountability to deliver outcomes and foster a culture of ownership.

Responsibilities

• Take accountability for Customer Support performance against agreed customer experience, service, quality and productivity measures.
• Independently manage priorities, resolve operational challenges and implement corrective actions within delegated authority.
• Identify emerging risks and service gaps, using performance data to deliver recommendations, action plans and timely progress updates.
• Establish and develop a high-performing Customer Support team with clear expectations, initiative and ownership of outcomes.
• Own performance management and capability development within approved policies and delegations; address underperformance promptly.
• Build a flexible team capable of operating independently and supporting broader business requirements over time.
• Identify recurring customer issues and root causes, leading sustainable process, system and workflow improvements.
• Drive agreed improvement initiatives through implementation, adoption and measurement of results.
• Own workforce planning, resource allocation and roster effectiveness to meet demand across operating hours.
• Anticipate capacity constraints and service risks, balancing customer outcomes, team wellbeing and compliance.

Job description

betr Entertainment Aus Pty Ltd in Melbourne is seeking a Service Delivery Manager to lead the Customer Support function end-to-end, driving performance, experience and efficiency.

You will build and develop a Melbourne-based team, set priorities, tackle challenges and deliver measurable improvements while aligning with wider operations.

This role requires a commercial mindset, proactive leadership and accountability to deliver outcomes and foster a culture of ownership.