Service Delivery Manager

New Era Technology; Canberra; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Friendly team environment

IT skills development

Training on latest technologies

Internal career growth

Supplier pricing on products

Employer Assistance Program

Referral bonus

In-office lunches

Job summary

New Era Technology seeks a Service Delivery Manager to lead end-to-end service delivery across three business units, based in Perth, Brisbane, or Adelaide with travel to maintain engagement across locations. You'll line-manage Technical Team Leads and the Customer Success Manager, drive SLA/KPI performance, incident management, and continuous improvement to deliver exceptional client outcomes.

Experienced MSP leader with ITIL background and stakeholder influence will thrive in our

Qualifications

• 5+ years in service delivery roles.
• Experience managing SLA-based, multi-client environments.
• Strong ITIL process experience (Incident, Problem, Change).
• Leadership of geographically dispersed technical, service delivery and customer success teams.
• Ownership of escalations and major incident management.
• Proven ability to engage, influence and challenge stakeholders at all levels.
• Data-driven approach to service performance and continuous improvement.
• Experience with MSP platforms (ConnectWise preferred).

Responsibilities

• Owns end-to-end service delivery, ensuring SLAs, KPIs, and contractual obligations are met.
• Leads Technical Team Leads and Customer Success Manager, ensuring execution and ownership across locations.
• Oversees incident, request, change, and problem management including post-incident reviews.
• Ensures efficient workload prioritization and consistency of processes.
• Drives customer success, service reviews, and trusted client relationships.
• Analyzes service metrics, identifies trends and root causes, and implements improvements.
• Maintains financial accountability by coordinating across Finance, Operations and Sales.

Skills

Leadership

Customer facing

Stakeholder management

Data-driven decisions

Problem solving

Adaptability

Team motivation

Autonomy

Education

ITIL certification

Tools

ConnectWise

Autotask

ServiceNow

Job description

Job Description

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.

What is the role

Full-time role supporting geographically dispersed teams and clients across three business units in Perth, Brisbane and Adelaide. The successful candidate can be based on any of these offices, with flexibility and travel required to maintain strong leadership presence and customer engagement across each location.

The Service Delivery Manager leads end-to-end service delivery, ensuring client satisfaction, operational performance and financial targets are achieved. This role has direct leadership responsibility for the Technical Team Leads and Customer Success Manager, and is accountable for resource allocation, team performance, customer outcomes, escalations and service performance.

The role acts as the primary owner of service outcomes, aligning customers, vendors, operations and internal stakeholders to drive stability, consistency, efficiency and continuous improvement.

The duties and responsibilities of Service Delivery Manager include but are not limited to the following:

• Owns end-to-end service delivery, ensuring SLAs, KPIs, customer commitments and contractual obligations are consistently achieved.
• Provides direct leadership, coaching and accountability for Technical Team Leads and the Customer Success Manager, ensuring consistent execution, effective prioritization and strong team ownership across all locations.
• Oversees incident, request, change, and problem management, serving as escalation owner for major incidents and driving effective Major Incident Management, including communication and post-incident reviews.
• Ensures efficient workload prioritization, adherence to service standards, and process consistency.
• Leads customer success and service management activity, providing senior-level support, managing escalations, conducting service reviews, and building trusted client relationships through clear, professional communication.
• Drives continuous improvement by analyzing service metrics, identifying trends, leading root cause analysis, and implementing preventative actions to enhance efficiency, consistency, and customer experience.
• Maintains financial accountability by working across Finance, Operations and Sales to optimize profitability.
• Provides leadership through coaching, performance management, recruitment, workforce planning, and fostering a positive, compliant, and development-focused team culture.

Who we are looking for

Successful candidate must possess:

• Experienced MSP leader with 5+ years in service delivery roles
• Proven experience managing SLA-based, multi-client environments
• Strong ITIL process experience (Incident, Problem, Change)
• Demonstrated leadership of geographically dispersed technical, service delivery and customer success teams
• Ownership of escalations and major incident management
• Proven ability to engage, influence and challenge stakeholders at all levels (technical teams through senior customer and internal leadership)
• Strong customer-facing experience with the ability to build and maintain trusted relationships
• Data-driven approach to service performance and continuous improvement
• Proven experience leading and embedding service delivery improvements or operational change in an MSP environment
• Highly self-motivated with a strong sense of ownership and accountability for end-to-end service outcomes across multiple business units, proactively identifying and resolving issues without reliance on escalation
• Experience with ConnectWise (preferred) or similar MSP platforms (e.g. Autotask, ServiceNow)
• ITIL certification or formal service management training (desirable but not mandatory)
• Exposure to service delivery transformation or process standardization
• Experience with service financials (cost, utilization, profitability) is desirable
• Experience contributing to executive-level customer engagements is desirable
• Experience working within team-based service ownership models is desirable

What we offer

• A friendly team environment with a strong technical support network
• Broad range of options for training and developing your IT skills
• Opportunity to work with the IT industry's latest technologies
• Internal career growth for high performers and IT super-stars
• Cost price on products from our suppliers
• Comprehensive Employer Assistance Program
• Referral bonus
• In-office Lunches and snacks provided