Service Delivery Leader: Elevate Customer Experience & Growth

Brennan

Brisbane

On-site

AUD 150,000 - 190,000

Full time

28 hours ago

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Benefits offered by this job

Culture Awards

Daredevils trip

Discounted hardware and software

Learning and development

Job summary

Brennan is seeking a seasoned Service Delivery Management leader to build and lead a high-performing team delivering outcomes across our managed services portfolio. You will own customer satisfaction, contract performance and account profitability, unifying delivery across Brennan to drive retention and growth.

You will shape delivery strategy, mentor managers, and partner with Sales and Delivery to ensure seamless service experiences.

Qualifications

Significant experience in service management or operations leadership within a managed services or tech environment.
Proven track record building and developing high-performing teams.
Experience overseeing complex, multi-service enterprise accounts.
Strong commercial judgement with understanding of margin, contracts and profitability.
Solid knowledge of ITSM and ITIL service management.
Ability to influence senior stakeholders and drive change.

Responsibilities

Lead and develop the Service Delivery Management team to create an engaged, accountable culture.
Own customer satisfaction across the portfolio and use performance insights to improve the experience.
Identify underperforming accounts and implement plans to improve profitability and service performance.
Develop and execute a clear service management strategy and annual business plan.
Coordinate Managed and Professional Services delivery to present one Brennan delivery.
Ensure contractual commitments are met and delivery supports retention and growth.