Service Delivery Manager

Multitek Solutions; Geelong; On-site; AUD 100,000 - 140,000; Full time

Job summary

MultiTek Solutions in Geelong is seeking a Service Delivery Manager to lead the Service & Support Department and support our high-tech AV installers and programmers. This full-time role is based at Saunders Street, North Geelong, reporting to the Managing Director, with a focus on developing technical staff and ensuring efficient service operations.

The ideal candidate will have extensive experience in technical support and operations management, strong leadership, and advanced knowledge of AV

Qualifications

• Extensive experience in technical support and operations management, including system fault finding and repairs.
• Strong leadership skills with experience in managing and developing technical teams.
• Advanced knowledge of electronic, audiovisual, and communications systems, with ability to perform programming services and updates.
• Proficiency in reading and interpreting technical drawings, including construction and cable drawings.

Responsibilities

• Handle incoming inquiries for technical support and service-related calls, ensuring prompt resolution.
• Attend sites to review and diagnose faults and provide hands-on technical support.
• Delegate support and service calls based on skill level and availability.
• Coordinate service calls per SLAs, client activity, and urgency.
• Develop Service Agreements and engage with clients to drive growth within support operations.
• Oversee the management and development of technical and programming staff, including training.

Skills

Technical leadership

AV systems knowledge

Programming services

Client relationships

Reading technical drawings

Job description

MultiTek Solutions, Geelong’s leading audiovisual installation company, specialises in audiovisual, unified communications and performing arts theatre technology and we are looking for someone to lead our Service & Support Department as the Service Delivery Manager while also supporting our high-tech team of professional AV installers and programmers.

We have a full-time position available for a Service Delivery Manager. This position requires you to be motivated, have an excellent work ethic & initiative, along with excellent communications skills, attention to detail, and a desire to learn, improve and drive company processes and client relationships.

Applications close 5pm Friday the 2nd of October 2026

POSITION DESCRIPTION

POSITION TITLE

Service Delivery Manager

OFFICE LOCATION

Saunders Street, North Geelong

REPORTS TO

Managing Director

OTHER PROFESSIONAL RELATIONSHIPS

• Technical Staff
• Service and Support Team
• Suppliers and Repair Services

CLASSIFICATION & CONDITIONS

Full-time

THE COMPANY

Vision

Leading the Way in Audio-Visual Excellence. MultiTek Solutions revolutionises collaboration, engagement, and experience across Victoria with innovative high-quality AV solutions that set new industry benchmarks while delivering unrivalled user experiences.

Mission

MultiTek leads in advancing audio-visual technology with expertly engineered flexible solutions that consistently elevate user experiences today and into the future.

Values

• Innovation: Embrace and drive change by encouraging creativity and continuous improvement in all aspects of our business.
• Quality: Commit to excellence in every product and service we provide, ensuring they meet high standards of functionality and reliability.
• Integrity: Uphold ethical standards and transparency in all our dealings; build trust through honesty and consistency in actions and communications.
• Customer Focus: Prioritise customer satisfaction by understanding their needs and exceeding their expectations with our AV solutions.
• Teamwork: Foster a collaborative environment where each team member is valued, encouraged, and supported to contribute to our shared goals.
• Accountability: Take responsibility for our actions and outcomes; hold ourselves and each other to account for delivering on our commitments.
• Adaptability: Remain agile and responsive to industry changes and customer demands, ensuring our solutions and strategies remain relevant and effective.
• Sustainability: Commit to environmental stewardship by developing solutions and business practices that minimise our ecological footprint.
• Respect: Treat all people with dignity and respect, valuing diverse perspectives and experiences as a source of strength for our company.
• Initiative: Encourage staff to proactively identify problems and opportunities, and to speak up with ideas and solutions that drive our team and the company forward.
• Flexibility: Embrace a flexible approach in our work practices, allowing for a balance between professional and personal commitments to support overall well-being and productivity.
• Care: Show genuine concern for the well-being of our customers, employees, and the community, ensuring our actions and decisions reflect compassion and empathy.

PURPOSES OF THE POSITION

The Service Delivery Manager is responsible for overseeing and developing technical and programming staff, managing service and support operations and providing high-level technical expertise. This position ensures the effective handling of technical support inquiries, the coordination of service calls, and the development of efficient technical teams. The Service Delivery Manager also manages asset registries and ensures all technical operations align with company goals.

SUMMARY OF POSITION RESPONSIBILITIES

The position is directly responsible to the Managing Director for key accountabilities and the achievement of Key Performance Indicators.

Key Responsibilities

Service Management

Handle incoming inquiries for technical support and service-related calls, ensuring prompt and effective resolution.

Attend sites where necessary to review and diagnose faults and providing hands-on technical support.

Read and interpret construction and cable drawings, making changes as required.

Delegate support and service calls to appropriate staff based on skill level and availability.

Coordinate and prioritise service and support calls based on Service Level Agreements (SLAs), client activity, and urgency.

Develop our Service Agreements and proactively engage with new and existing clients to drive growth within the support operations.

Proactively review when defect liability periods and warranty terms are coming to an end and offer ongoing services to clients

Proactively review all procedures, systems, software and processes to ensure we are always operating efficiently and with high success rates.

Issue invoices for all chargeable works and provide clients with quotes for replacements and upgrades.

Manage service requirements during the warranty period, ensuring client satisfaction.

Technical Operations

Coordinate with the Program Manager in relation to staffing requirements for upcoming projects, ensuring adequate resources for both projects and support.

Coordinate with the Program Manager in relation to equipment preparation, asset documentation and factory management.

Observe and assist in the commissioning and handover process, ensuring seamless project completion and an ongoing contact for our clients during the defects liability or warranty period.

Oversee the management and development of all technical and programming staff, including training and ongoing support.

Ensure technical and programming staff work efficiently and are supported in their roles, providing mentorship and guidance as needed.

Knowledge of Company Operations

Maintain a comprehensive understanding of all company operations and goals, ensuring that technical operations align with overall company strategy.

Collaborate with other managers to ensure that resources are allocated effectively and that technical teams are well-equipped to meet project demands.

OH&S RESPONSIBILITIES

Ensure all technical operations comply with Occupational Health and Safety (OHS) regulations and company policies.

Conduct regular audits and inspections to identify and mitigate safety risks within technical operations.

Report any hazards, incidents, or near-misses in accordance with company procedures.

KNOWLEDGE, SKILLS AND EXPERIENCE

Extensive experience in technical support and operations management, including system fault finding and repairs.

Strong leadership skills with experience in managing and developing technical teams.

Advanced knowledge of electronic, audiovisual, and communications systems, with the ability to perform programming services and updates.

Proficiency in reading and interpreting technical drawings, including construction and cable drawings.

Excellent communication and interpersonal skills, with the ability to manage client relationships and provide technical support.

KEY RESULT AREAS

Effective management of technical support and service operations, ensuring prompt and accurate resolution of client issues.

Development and support of technical staff, ensuring high levels of efficiency and expertise within the team.

Accurate and up-to-date maintenance of asset registries and technical documentation.

Compliance with all relevant OHS regulations and company policies within technical operations.

Demonstrated experience in technical support and operations management, including staff management and system fault finding.

Strong knowledge of electronic, audiovisual, and communications systems, with the ability to perform technical programming and updates.

Ability to manage client relationships and provide high-level technical support.

Experience in asset management and maintaining technical documentation.

Familiarity with OHS regulations and safety management within technical operations.

CULTURAL FIT

The ideal candidate will embody our values of teamwork, accountability, and care. They will demonstrate initiative in their role and maintain a proactive approach to managing technical operations and support services.