Senior Service Delivery Manager - Enterprise Apps

Komforce Pty Ltd; Sydney; On-site; AUD 140,000 - 190,000; Full time

Job summary

Komforce Pty Ltd is seeking an experienced Service Delivery Manager to lead application managed services for a public administration client in Sydney. You will own service performance end to end, manage incidents and releases, and lead a multi-tier support team from Tier 1 to Tier 3.

You will collaborate with business stakeholders and vendors, ensure ITIL-aligned governance, and drive continuous improvement in service reliability and security.

Qualifications

• 7+ years of experience in IT service delivery or application support, with recent time in a Service Delivery Manager role
• Proven experience running application managed services against contractual SLAs
• Experience leading multi-tier support teams (Tier 1 to Tier 3)
• Strong stakeholder management skills, including working with vendors and senior business stakeholders
• Based in Sydney

Responsibilities

• Oversee end-to-end delivery of application managed services
• Make sure response times, incident resolution and availability targets are consistently met
• Track and report on SLA performance, and act quickly when service starts to slip
• Lead, mentor and grow a team of support engineers across Tier 1 to Tier 3
• Balance workloads, set priorities and keep the team technically ready for what's coming
• Build a team culture focused on ownership and service quality
• Be the main point of contact between technical teams, business stakeholders and third-party vendors
• Communicate progress, risks and service issues clearly and early
• Manage expectations across stakeholders with different priorities
• Analyse ticket trends and recurring defects to find root causes
• Improve support processes and drive changes that make the applications more reliable
• Use data to show where the service is getting better and where it needs work
• Make sure support activities follow ITIL and the client's service management frameworks
• Uphold data security protocols and audit requirements
• Keep governance documentation and reporting current and audit-ready
• Prepare business and technology teams for go-lives, patches and system upgrades
• Coordinate release readiness, cutover planning and post-release support

Skills

ITIL processes

Stakeholder management

Team leadership

SLA reporting

Incident management

Data analysis

Education

ITIL 4 Managing Professional

PRINCE2 / PMP

Tools

ServiceNow

Jira Service Management

Job description

Komforce Pty Ltd is seeking an experienced Service Delivery Manager to lead application managed services for a public administration client in Sydney. You will own service performance end to end, manage incidents and releases, and lead a multi-tier support team from Tier 1 to Tier 3.

You will collaborate with business stakeholders and vendors, ensure ITIL-aligned governance, and drive continuous improvement in service reliability and security.