Remote Service Delivery Lead – Client-Focused (Australia)

Lever, Inc.; Australia; Remote; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Fully remote in Australia

Flexible working environment

Career development opportunities

Global collaboration

Job summary

Lever, Inc. is seeking a proactive Service Delivery Manager based in Australia to oversee service performance and client relationships across managed services accounts.

You will lead service reviews, monitor SLAs, manage escalations, and coordinate with technical teams to drive improvements and accountability. The role emphasizes strong relationship management, commercial awareness, and technical understanding in a remote-first environment.

Qualifications

• 3-6 years in service delivery, IT account management or similar client-facing role.
• Strong ITSM knowledge, SLAs, reporting & incident management.
• Governance experience including structured service reviews and QBRs.
• Experience handling client escalations and sensitive situations.
• Understanding of service scope, billing, and contractual changes.
• Comfort with ITSM tools and reporting platforms like Excel/Teams.
• ITIL 4 Foundation or similar certifications advantageous.

Responsibilities

• Own service delivery relationship for assigned clients.
• Lead monthly service reviews and QBRs with stakeholders.
• Monitor SLAs, incident priorities, and performance metrics.
• Manage client complaints, major incidents, and service recoveries.
• Coordinate with technical teams to resolve issues and communicate updates.
• Identify and implement improvements to service quality and efficiency.
• Support commercial queries related to service scope and contracts.
• Translate complex technical data into clear stakeholder communications.
• Help develop and refine service delivery processes, including AI tool usage.

Skills

Client relationships

ITIL 4

Governance

Escalation management

Commercial awareness

Communication skills

Analytical thinking

Problem solving

Independent working

Team collaboration

Tools

Freshservice

Microsoft Office

Excel

Teams

Job description

Lever, Inc. is seeking a proactive Service Delivery Manager based in Australia to oversee service performance and client relationships across managed services accounts.

You will lead service reviews, monitor SLAs, manage escalations, and coordinate with technical teams to drive improvements and accountability. The role emphasizes strong relationship management, commercial awareness, and technical understanding in a remote-first environment.