Senior Service Delivery Manager

Colonial Group; Canberra; On-site; AUD 140,000 - 180,000; Full time

Job summary

LAB3 is seeking a Senior Service Delivery Manager with NV1 clearance, based in Sydney or Canberra, to champion customer success and manage key client relationships in a MSP environment leveraging Microsoft technologies.

You will lead incident management, governance, and continuous improvement, work across engineering and sales, and drive AI-enabled efficiency while upholding SLA, KPI, and documentation standards.

Qualifications

• Proven experience in client management or service delivery in MSP/tech environment.
• Strong ability to translate technical issues for non-technical stakeholders.
• Knowledge of cloud infrastructure, Azure and MS 365.
• Excellent communication and multi-account management skills.
• Australian citizen with NV1 clearance or ability to obtain.

Responsibilities

• Act as technical liaison between engineering and clients.
• Own client governance, reporting and incident leadership.
• Lead end-to-end incident management with urgency and accountability.
• Identify opportunities to apply AI tooling to improve delivery and reporting.
• Monitor SLA/KPI adherence and manage risks.
• Draft and maintain runbooks, process guides, and incident records.
• Coordinate contract renewals and expansion opportunities.
• Ensure smooth transitions during project handovers.

Skills

Client management

Service delivery

Communication

Multi-account management

Stakeholder management

Tools

Microsoft Azure

Microsoft 365

ITIL Foundation

PRINCE2

CompTIA Security+

Job description

LAB3 is a leading Managed Services Provider focused on empowering organizations leveraging Microsoft tech and automation in the Cloud, Modern Workplace, Security, Network, and Data space. We are looking for aSenior Service Delivery Manager with NV1 clearance, based in Sydneyor Canberra to be an integral part of our client management team that champions customer success, nurtures client relationships, ensures value realization, and drives continuous improvement.
The Role

• You will be the technical liaison between engineering teams and clients, translating complex issues into clear communications and ensuring engineers have the context they need to deliver.
• As the Senior Client Services Manager, you are accountable for the client relationship, account governance, and technical incident leadership — while relying on the service desk team to support your accounts including accurate SLA reporting & ticket-level operational data
• Technically lead incident management end-to-end, from initial triage through to resolution and post-incident review, driving urgency and accountability across internal teams without formal authority over them.
• Champion AI-led efficiency gains for the team, identifying opportunities to apply AI tooling to streamline delivery, reporting, and operational work.
• Oversee day-to-day service delivery with a meticulous eye for detail, monitoring SLA and KPI adherence, identifying risks early, and holding the line on quality.
• Own governance across your accounts, ensuring reporting, reviews, and documentation are consistently accurate, meaningful, and delivered on time, prepared and presented by you.
• Drive continuous improvement and value-add outcomes including cost optimisation, automation, and process improvement, identifying opportunities proactively and seeing them through to execution.
• Work autonomously across the organisation, using your relationships and credibility to influence outcomes, unblock issues, and align stakeholders without relying on escalation paths.
• Facilitate contract renewals and work alongside the sales team to identify and progress expansion opportunities from a position of genuine account knowledge.
• Ensure seamless communication and coordination during transitions, project handovers, and periods of change, keeping both client and internal teams aligned throughout.
• Management and periodic reviews of CSP licensing including responding to customer licensing queries
• Produce and maintain high-quality documentation across your accounts including runbooks, process guides, service reviews, and incident records. Where processes don't yet exist, take ownership of defining and formalising them to a standard the broader organisation can rely on.

The Ideal Candidate

• Proven experience in client management, service delivery, or technical account management within a managed services or technology environment with a track record of doing the work, not just overseeing it.
• You have a deep understanding of technology, particularly in cloud infrastructure, apps, Microsoft Azure and M365. You have the ability to quickly understand new concepts, platforms, and architectures.
• Exceptionally detail-oriented, with the discipline to manage multiple accounts and workstreams simultaneously, without things slipping through the cracks.
• A natural communicator who can adapt their style across engineers, executives, and clients and who defaults to over-communicating rather than under.
• Highly autonomous and self-directed, comfortable operating independently and resourceful enough to drive outcomes through influence.
• Commercially aware, with a client-first mindset and genuine interest in the long-term success of the accounts you own.
• A passion for continuous improvement, an instinct for spotting areas of improvement and the initiative to do something about it.
• Strong documentation discipline with a methodical approach to process. You follow established frameworks rigorously, and when you find a gap, you don't wait to be asked to fill it.
• You are an Australian Citizen with NV1 AGSVA security clearance based in Sydney or Canberra.
• Must have an ITIL Foundation Certification with Microsoft Azure/ 365/ security Fundamentals /PRINCE2/ CompTIA Security+ preferred

What’s in it for you?

• Be part of a team that leverages modern technologies to solve real problems and provides top levels of customer satisfaction
• Work with a Microsoft Partner of the Year award winner with multiple specialisations
• Be supported by experienced peers and leaders that value technical expertise and encourage innovation, with clear career pathways and ongoing learning
• Enjoy a supportive workplace that promotes inclusion, flexibility, diversity, and celebrates differences.
• Take advantage of the flexibility of a hybrid workplace and enjoy the flexibility to balance your life
• Thrive in a community with strong values #BeTrue #TeamUp #StandOut #ThinkAhead #FearLessAchieveMore