Service Delivery Manager

Superior People Recruitment; City of Melbourne; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

Superior People Recruitment is seeking a Service Delivery Manager to oversee end-to-end delivery of customer and internal projects across Australia, New Zealand, and Southeast Asia. The role includes scoping, planning, handovers, and post-implementation support.

Key duties include coordinating resources, budgets, and timelines; ensuring customer satisfaction; and leading smooth handovers with extensive stakeholder engagement. The position supports both remote and on-site delivery across regions.

Qualifications

• Bachelor’s degree or equivalent experience.
• Formal project management certification preferred.
• 3+ years of project management or implementation experience.
• Customer-facing experience with a service delivery focus.

Responsibilities

• Manages end-to-end project lifecycle from planning to delivery and post-implementation support.
• Coordinates resources, manages budgets, and tracks project timelines.
• Ensures customer satisfaction and aligns outcomes with business goals.
• Facilitates smooth project handovers and conducts lessons learned reviews.
• Oversees project scope, scheduling, and resource allocation.
• Delivers projects remotely or on-site, supporting go-lives and training.
• Maintains project tracking and provides regular status updates.
• Ensures projects stay within scope, budget, and timeframes.
• Scopes new projects with the Practice Manager.
• Assists in preparing quotes and proposals.
• Facilitates customer handover and conducts post-project reviews.
• Documents lessons learned to improve delivery.

Skills

Project management

SaaS knowledge

Communication

Leadership

Stakeholder management

Analytical problem-solving

Prioritization & multitasking

System integrations

Budget management

Education

Bachelor’s degree or equivalent experience

Project management certification (PMP/PRINCE2) preferred

Job description

The Service Delivery Manager is responsible for the delivery of customer and internal projects across Auatralia, New Zealand and Southeast Asia. This includes, scoping, planning, hand-over, and post implementation support.

Role and Responsibilities of Service Delivery Manager

• Manages end-to-end project lifecycle from planning to delivery and post-implementation support.
• Coordinates resources, manages budgets, and tracks project timelines.
• Ensures customer satisfaction and aligns outcomes with business goals.
• Facilitates smooth project handovers and conducts lessons learned reviews.
• Oversees project scope, scheduling, and resource allocation.
• Delivers projects remotely or on-site, supporting go-lives and training.
• Maintains project tracking and provides regular status updates.
• Ensures projects stay within scope, budget, and timeframes.
• Scopes new projects with the Practice Manager.
• Assists in preparing quotes and proposals.
• Facilitates customer handover and conducts post-project reviews.
• Documents lessons learned to improve delivery.

Technical and Competencies Required

• Strong project management and SaaS platform knowledge.
• Excellent communication, leadership, and stakeholder management skills.
• Analytical problem-solving and ability to manage multiple priorities.
• Proficiency in project tools and understanding of system integrations.

Qualifications and Experience

• Bachelor’s degree or equivalent experience.
• Formal project management certification preferred.
• Over 3 years of project management or implementation experience.
• Customer-facing experience with a service delivery focus.