Senior MSP Service Delivery Leader

New Era Technology; Canberra; Sur place; AUD 120 000 - 150 000; Plein temps

Avantages offerts par ce poste

Friendly team environment

IT skills development

Training on latest technologies

Internal career growth

Supplier pricing on products

Employer Assistance Program

Referral bonus

In-office lunches

Résumé du poste

New Era Technology seeks a Service Delivery Manager to lead end-to-end service delivery across three business units, based in Perth, Brisbane, or Adelaide with travel to maintain engagement across locations. You'll line-manage Technical Team Leads and the Customer Success Manager, drive SLA/KPI performance, incident management, and continuous improvement to deliver exceptional client outcomes.

Experienced MSP leader with ITIL background and stakeholder influence will thrive in our

Qualifications

• 5+ years in service delivery roles.
• Experience managing SLA-based, multi-client environments.
• Strong ITIL process experience (Incident, Problem, Change).
• Leadership of geographically dispersed technical, service delivery and customer success teams.
• Ownership of escalations and major incident management.
• Proven ability to engage, influence and challenge stakeholders at all levels.
• Data-driven approach to service performance and continuous improvement.
• Experience with MSP platforms (ConnectWise preferred).

Responsabilités

• Owns end-to-end service delivery, ensuring SLAs, KPIs, and contractual obligations are met.
• Leads Technical Team Leads and Customer Success Manager, ensuring execution and ownership across locations.
• Oversees incident, request, change, and problem management including post-incident reviews.
• Ensures efficient workload prioritization and consistency of processes.
• Drives customer success, service reviews, and trusted client relationships.
• Analyzes service metrics, identifies trends and root causes, and implements improvements.
• Maintains financial accountability by coordinating across Finance, Operations and Sales.

Connaissances

Leadership

Customer facing

Stakeholder management

Data-driven decisions

Problem solving

Adaptability

Team motivation

Autonomy

Formation

ITIL certification

Outils

ConnectWise

Autotask

ServiceNow

Description du poste

New Era Technology seeks a Service Delivery Manager to lead end-to-end service delivery across three business units, based in Perth, Brisbane, or Adelaide with travel to maintain engagement across locations. You'll line-manage Technical Team Leads and the Customer Success Manager, drive SLA/KPI performance, incident management, and continuous improvement to deliver exceptional client outcomes.

Experienced MSP leader with ITIL background and stakeholder influence will thrive in our