Senior Service Delivery Manager | NV1 Cleared | Azure & AI

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 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.