Mission-Critical Service Delivery Manager

Frequentis Australasia; Sydney; On-site; AUD 130,000 - 190,000; Full time

Job summary

Frequentis Australasia in Sydney seeks a Service Delivery Manager to lead how we define, coordinate and deliver important software services across national teams, ensuring seamless transitions and ongoing support.

The role requires 5–10 years in service delivery management for mission-critical IT, strong stakeholder skills, ITIL knowledge, and the ability to work with partners and contractors in a safety-critical environment.

Qualifications

• Tertiary qualifications in Engineering, IT, Computer Science, or equivalent.
• Proven experience in managing complex IT and communication service environments.
• 5–10 years of service delivery management experience supporting mission-critical software solutions.
• Knowledge of Frequentis products or equivalent systems.
• Ability to lead multi-national teams in mission-critical environments.
• Expertise in service management frameworks (e.g., ITIL).
• Excellent stakeholder management and negotiation skills with government and regulatory bodies.
• Strategic thinker with a customer-service orientation.

Responsibilities

• Lead the definition, coordination, and development of work packages to ensure seamless transition as well as ongoing support.
• Develop and maintain integrated project plans, overseeing resources, budgets, milestones, and collaboration with partners and subcontractors.
• Establish and manage the support organisation, securing internal and external resources to meet demands.
• Monitor service delivery against SLAs, KPIs, and contractual commitments as well as escalating when required to resolve performance breaches and service disruptions.
• Act as the primary point of contact for the customer, ensuring clear communication and alignment throughout the support lifecycle.
• Direct and support team members, fostering collaboration and accountability throughout the support lifecycle.
• Identify and convert customer needs into actionable change requests, while managing risks and implementing mitigation strategies.
• Oversee system design, build, verification, and rollout, including subcontractor coordination and field deployment.
• Identify and implement service improvement initiatives as well as optimizing delivery processes.

Skills

Stakeholder management

Negotiation skills

IT service management

Team leadership

ITIL

Education

Engineering/IT/Computer Science degree

Tools

ITIL

Job description

Frequentis Australasia in Sydney seeks a Service Delivery Manager to lead how we define, coordinate and deliver important software services across national teams, ensuring seamless transitions and ongoing support.

The role requires 5–10 years in service delivery management for mission-critical IT, strong stakeholder skills, ITIL knowledge, and the ability to work with partners and contractors in a safety-critical environment.