Service Delivery Manager

Interactive Pty Ltd; City of Melbourne; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Free onsite parking

Onsite barista

Job summary

Interactive is a leading technology services provider delivering trusted cloud and managed services across Australia. You will own end-to-end service delivery for a portfolio of strategic Cloud customers, ensuring performance, quality and satisfaction while building strong relationships across levels of your accounts.

You’ll lead service reviews, guidance through incidents, and drive continual improvement using data and feedback to strengthen retention and growth.

Qualifications

• Strong SDM experience with large, complex customer accounts.
• Strong ITSM expertise with ITIL certifications.
• Proven ability to manage SLAs, governance, risk and service performance.
• Excellent stakeholder engagement and communication skills.

Responsibilities

• Own service performance, availability and SLA delivery across a portfolio of strategic accounts.
• Lead service reviews, reporting, governance and action tracking.
• Guide customers through incidents, problems, changes and service requests.
• Drive continual improvement using service data, trends and feedback.
• Build trusted stakeholder relationships and identify growth opportunities.

Skills

SDM experience

ITSM expertise

ITIL certifications

Stakeholder engagement

Communication skills

Job description

At Interactive, we deliver trusted technology for unstoppable Australian business and we've recently named as the 'MSP of the Year' by CRN.

We're the team behind some of Australia's most critical cloud and managed services environments, helping customers operate with certainty and confidence.

About this role
You'll own end-to-end service delivery for a portfolio of strategic Cloud customers, ensuring operational performance, service quality and customer satisfaction remain at the highest level whilst building strategic relationships across all levels of your customer accounts

You'll be responsible for:

• Owning service performance, availability and SLA delivery across a small portfolio of strategic customer accounts
• Leading service reviews, reporting, governance and action tracking
• Guiding customers through incidents, problems, changes and service requests
• Driving continual improvement using service data, trends and customer feedback
• Building trusted stakeholder relationships and identify opportunities to strengthen retention and growth

What you'll bring

• Strong SDM experience working with large, complex customer accounts
• Strong ITSM expertise and ITIL certifications
• Proven success managing SLAs, governance, risk and service performance
• Strong stakeholder engagement and communication skills
• Join the CRN 2026 MSP of the Year
• Career growth within one of Australia's leading technology services providers
• Free onsite parking
• Onsite barista

Ready to make an impact?
If you're passionate about customer success, service excellence and building trusted partnerships, we'd love to hear from you.