Service Delivery Manager

Frequentis Australasia; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

Frequentis Australasia seeks a Service Delivery Manager to lead end-to-end service delivery for mission-critical software solutions across a national team. The role requires coordinating work packages, managing resources and budgets, and ensuring adherence to SLAs and KPIs in a safety-focused environment.

Applicants should have 5-10 years in service delivery management, ITIL expertise, and the ability to lead cross-border teams while maintaining strong stakeholder relationships with government

Qualifications

• Proven experience in managing complex IT and communication service environments.
• 5-10 years service delivery management experience supporting mission critical software solutions.
• Knowledge of Frequentis products or equivalent systems.
• Ability to lead multi-national teams effectively in mission-critical, safety-focused environments.
• Expertise in service management frameworks (ITIL).
• Excellent stakeholder management and negotiation skills with government/regulatory bodies.
• Strategic thinker with strong customer service orientation.

Responsibilities

• Lead definition, coordination, and development of work packages for seamless transition and ongoing support.
• Develop and maintain integrated project plans with resources, budgets, milestones, and partners.
• Establish and manage the support organisation with internal and external resources.
• Monitor service delivery against SLAs, KPIs, and contractual commitments.
• Act as primary contact for the customer, ensuring clear communication throughout the lifecycle.
• Direct and support team members to foster collaboration and accountability.
• Identify and convert customer needs into change requests while managing risks.
• Oversee system design, build, verification, and rollout including subcontractors.
• Identify and implement service improvement initiatives and optimize delivery processes.

Skills

ITIL knowledge

Stakeholder management

Leadership

Service delivery management

Customer service orientation

Education

Engineering/IT/CS degree

Tools

Frequentis products

Project management tools

Job description

Frequentis is a leading global provider of communication and information systems for control centres tasked with safety-critical operations. The company develops and distributes advanced control centre solutions across multiple sectors: Air Traffic Management (including civil and military air traffic control as well as air defence), Public Safety (supporting police, fire and rescue services, emergency medical response), Public Transport, and Maritime operations (including marine rescue and coast guard).

At Frequentis, we believe our workforce should reflect the rich diversity of the communities we serve. We value inclusive, family-friendly practices as key to building a supportive, high-performing team. We understand that family life can bring varied demands, and we're committed to helping our people balance these responsibilities with their professional roles.

We are currently seeking a Service Delivery Manager to join a dynamic, collaborative national team.

Key Responsibilities:

Lead the definition, coordination, and development of work packages to ensure seamless transition as well as ongoing support.

Develop and maintain integrated project plans, overseeing resources, budgets, milestones, and collaboration with partners and subcontractors.

Establish and manage the support organisation, securing internal and external resources to meet demands.

Monitor service delivery against SLAs, KPIs, and contractual commitments as well as escalating when required to resolve performance breaches and service disruptions.

Act as the primary point of contact for the customer, ensuring clear communication and alignment throughout the support lifecycle.

Direct and support team members, fostering collaboration and accountability throughout the support lifecycle.

Identify and convert customer needs into actionable change requests, while managing risks and implementing mitigation strategies.

Oversee system design, build, verification, and rollout, including subcontractor coordination and field deployment.

Identify and implement service improvement initiatives as well as optimizing delivery processes.

Preferred Skills and Experience:

Tertiary qualifications in Engineering, IT, Computer Science, or equivalent.

Proven experience in managing complex IT and communication service environments.

5-10 years service delivery management experience supporting mission critical software solutions.

Knowledge of Frequentis products or equivalent systems.

Ability to lead multi-national teams effectively in mission-critical, safety-focused environments.

Expertise in service management frameworks (e.g., ITIL).

Excellent stakeholder management and negotiation skills, particularly in dealings with government and regulatory organisations.

Strategic thinker with a strong customer service orientation and goal-driven mindset.

You don't need to meet every listed requirement to apply. If your experience aligns closely with most of the criteria, we encourage you to submit your application. We're focused on your potential, your desire to grow, and the unique strengths you bring.

We strongly encourage applications from Aboriginal and Torres Strait Islander peoples and individuals from culturally and linguistically diverse backgrounds.

To be eligible for this position, applicants must be Australian citizens and able to obtain and maintain a security clearance. Any offer of employment will be subject to standard pre-employment checks, including a National Police Check.