Senior Service Delivery Lead – Enterprise MSP (Sydney)

InfoConsulting Australia; Sydney; On-site; AUD 150,000 - 165,000; Full time

Benefits offered by this job

Certification sponsorship

Product training

Career development opportunities

Job summary

InfoConsulting Australia is seeking a Service Delivery Manager to own a large-scale managed service for a major NSW utility. The role is on-site in Sydney and will lead a blended onshore/offshore team, accountable for SLA performance and governance against a multi-year engagement.

The successful candidate will manage commercial relationships, drive continuous improvement, and report to senior executives with a strong emphasis on service credits, risk management, and margin oversight.

Qualifications

• Proven ITIL-aligned service management experience across incident, problem, change, release and knowledge management.
• Experience running governance cadences with enterprise or government customers and producing executive-level reporting.
• Unrestricted Australian working rights.

Responsibilities

• Act as the named service owner and primary contact for the customer, responsible for delivery, SLA achievement and escalation resolution.
• Own performance against contracted service levels including 99.5% availability and 4-hour P1 resolution, and manage service credits.
• Prepare drill-down reports and action plans within five business days of any failed SLA, and lead remediation through to trend recovery.
• Run the contracted governance cadence, including monthly performance reviews, weekly operational forums, and input to quarterly executive sessions.
• Own the full reporting suite - monthly executive summaries, performance and trend reporting, weekly incident reports, and post-incident reviews.

Skills

Stakeholder management

ITIL knowledge

Team leadership

Governance

Client relationship

Tools

ServiceNow

ITSM tooling

Job description

InfoConsulting Australia is seeking a Service Delivery Manager to own a large-scale managed service for a major NSW utility. The role is on-site in Sydney and will lead a blended onshore/offshore team, accountable for SLA performance and governance against a multi-year engagement.

The successful candidate will manage commercial relationships, drive continuous improvement, and report to senior executives with a strong emphasis on service credits, risk management, and margin oversight.