Senior Service Delivery Manager - Onsite Sydney

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

Job summary

InfoConsulting Australia in Sydney is seeking a Service Delivery Manager to own a new, large-scale managed service for a major NSW utility. This senior role is on-site and accountable for delivering against SLA, governance and commercial outcomes.

You will lead a blended onshore/offshore team, manage incidents and reporting, and drive continuous improvement across a multi-supplier environment while sustaining margins and customer satisfaction.

Qualifications

• Unrestricted Australian working rights.
• Based in Sydney and available to work on site full time.
• Willing and able to complete customer security screening aligned to ISO 27001 prior to commencing on the account.

Responsibilities

• Act as the named service owner and primary contact for the customer, responsible for delivery, SLA achievement and escalation resolution.
• 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.
• Manage the tier 2/3 interface with the customer's service desk, ensuring incidents and requests are captured, classified and resolved to agreed timeframes.
• Lead a blended team of around fifteen, spanning onshore Sydney staff and an offshore delivery centre, directed through its team lead.
• Own the enhancement register - status, priority, pipeline and feasibility - and govern the prepaid enhancement pool, including release cadence and the support/billable boundary.

Job description

InfoConsulting Australia in Sydney is seeking a Service Delivery Manager to own a new, large-scale managed service for a major NSW utility. This senior role is on-site and accountable for delivering against SLA, governance and commercial outcomes.

You will lead a blended onshore/offshore team, manage incidents and reporting, and drive continuous improvement across a multi-supplier environment while sustaining margins and customer satisfaction.