Senior Service Delivery Manager

Brennan; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Training and certification bonuses

Culture Awards that recogniseexellence

Brennan Daredevils – trip for top perf

Vibrant social activities

Discounted hardware and software

Learning and development environment

Job summary

Brennan is seeking a Senior Service Delivery Manager to lead a portfolio of 8–10 strategic clients from our Sydney team. You will own service delivery excellence, manage executive relationships, and coordinate with internal technical teams. Occasional travel to Newcastle is expected.

The role requires strong service delivery credentials, broad IT knowledge, and the ability to drive improvements and new solutions for customers. Previous MSP/Systems Integrator experience is essential.

Qualifications

• Minimum 3 years in a senior Service Management or Customer role.
• Itil Service Management accreditation.
• ItSM concepts and service delivery expertise.

Responsibilities

• Preparing and presenting client operational reporting at monthly meetings.
• Managing SLAs and reporting enhancements.
• Scope and Change Management.
• Major incident management.
• Driving future technology roadmaps for the client.
• Be recognised as a subject matter expert in Service Management Operations.
• Continuously improve operations and client engagement.
• Ensure high customer satisfaction (NPS).
• Develop ITIL-aligned service processes and CSIPs.

Skills

ITSM

ITIL

C-suite comms

Stakeholder mgmt

Team leadership

Negotiation

Change management

Job description

Brennan. Where true performance thrives.

At Brennan, we believe thathowtechnology is delivered is every bit as important aswhatthe technology is. We focus on creating real and relevant value for customers with solutions that fit their specific needs and always reflect their true interests.

Why join Brennan

True performance for our customers starts with a true belief in our people. It’s why we’ve structured our business to help our teams, and their talents, shine bright. It's why we’ve created a workplace where people of all backgrounds, beliefs and experiences are welcomed and empowered. And it’s why we’ve built an organisation where real innovation makes a genuine impact and generates true rewards for our team members.

True rewards

In addition to competitive remuneration, Brennan offers extensive benefits, including:

• Training and certification bonuses
• Culture Awards that recognise excellence
• Brennan Daredevils – our annual, all-expenses paid trip awarded to our top performers and outstanding contributors
• Vibrant, fun social activities
• Discounted hardware and software
• An environment that embraces learning and development

The Role

Reporting to the Service Delivery Manager Team Lead, we are seeking an experienced Senior Service Delivery Manager (SDM) to join our Sydney team on a full-time, permanent basis. In this role, you will take ownership of a portfolio of 8–10 larger, strategic clients. You'll work closely with Account Managers to retain and grow accounts, identifying opportunities for new solutions and improvements through your understanding of the client's environment.

You will be the key point of contact for service delivery, ensuring excellence in service assurance, managing client relationships at an executive level, and acting as the bridge between clients and our internal technical teams. Occasional travel to Newcastle will be required.

The position requires strong service delivery and client relationship expertise, supported by broad technical knowledge across managed IT services. You'll need the confidence to provide generalist technical guidance, understand client environments and identify opportunities for new solutions or product upgrades. Success in this role will come from your ability to engage confidently with C-suite stakeholders and influence outcomes.

Successful candidates must bring proven experience from an MSP or Systems Integrator environment.

Your responsibilities include but are not limited to:

• Preparing and presenting client operational reporting at monthly meetings
• Client SLAs and Reporting (including driving enhancements)
• Scope and Change Management
• Major incident management
• Driving future technology roadmaps for the client
• Recognised as a subject matter expert in Service Management Operations
• Continuously improve operations and client engagement
• Customer Satisfaction (measured by NPS)
• Assist in development of ITIL Aligned Service Processes
• Continual Service Improvement Plans (CSIP) for client patch
• Relationships with Service Desk and key resolver functions
• Relationships with Account Management and key commercial functions
• Develop a deep understanding of client’s business including orchestration of strategic business planning, roadmaps and workshops

What skills and experience you will bring to the team:

• Minimum of 3 years’ work experience in a senior Service Management or Customer role
• ITIL Service Management accreditation
• Strong working knowledge of ITSM service delivery concepts
• Demonstrated ability to position and present at a C-suite level.
• Demonstrated ability to lead and collaborate with a multi-disciplined team.
• Demonstrated skills in negotiation, organisation, and time management.
• Ability to work within a team and achieve results through others.
• Ability to influence external & internal stakeholders as part of a continuous improvement lifecycle for customers.
• Ability to manage and implement change – change agent and ambassador.

NOTE:As part of our hiring process, you will be required to undertake a National Criminal History Check.

Brennanis an equal opportunity employer.