Senior MSP Service Delivery Lead

New Era Technology AU; Australia; Hybrid; AUD 100,000 - 150,000; Full time

Benefits offered by this job

Friendly team environment

Broad range of training options

Cost price on products

Referral bonus

In-office lunches and snacks

Job summary

New Era Technology AU is seeking a Service Delivery Manager to oversee end-to-end service delivery across its offices in Perth, Brisbane, and Adelaide. The ideal candidate will have 5+ years in service delivery roles, proven leadership skills, and the ability to engage effectively with technical teams and senior stakeholders.

This full-time position involves responsibilities such as ensuring client satisfaction, managing financial targets, and driving continuous improvement in service delivery. Join a friendly team with opportunities for professional growth and development.

Qualifications

• 5+ years in service delivery roles within an MSP environment.
• Ability to engage and influence stakeholders at all levels.
• Experience with service financials including cost and profitability.

Responsibilities

• Owns end-to-end service delivery ensuring SLAs and KPIs are achieved.
• Leads and coaches Technical Team Leads and Customer Success Manager.
• Drives continuous improvement by analyzing service metrics.

Skills

Experienced MSP leader with 5+ years in service delivery roles

Strong ITIL process experience

Demonstrated leadership of geographically dispersed teams

Strong customer-facing experience

Data-driven approach to service performance

Education

ITIL certification or formal service management training

Tools

ConnectWise or similar MSP platforms

Job description

New Era Technology AU is seeking a Service Delivery Manager to oversee end-to-end service delivery across its offices in Perth, Brisbane, and Adelaide. The ideal candidate will have 5+ years in service delivery roles, proven leadership skills, and the ability to engage effectively with technical teams and senior stakeholders.

This full-time position involves responsibilities such as ensuring client satisfaction, managing financial targets, and driving continuous improvement in service delivery. Join a friendly team with opportunities for professional growth and development.