Service Delivery Manager

Interactive; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Free onsite parking

Onsite barista

CRN MSP of the Year

Job summary

Interactive is seeking a Service Delivery Manager to own end-to-end delivery for strategic Cloud customers in Australia. You will drive service performance, governance and customer satisfaction while building senior-level relationships across accounts.

You will guide incidents, changes and service requests, lead reviews and drive continual improvement using data and feedback to strengthen retention and growth across a portfolio of strategic customers.

Qualifications

• SDM experience with large, complex customer accounts.
• Strong ITSM expertise and ITIL certifications.
• Proven track record delivering SLAs, governance, and performance.
• Excellent stakeholder engagement and communication skills.

Responsibilities

• 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

Skills

SDM experience

ITSM expertise

ITIL certifications

Stakeholder engagement

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

Why join us?

• Join the CRN 2026 MSP of the Year
• Drive service excellence across leading Australian organisations.
• Free onsite parking
• Onsite barista
• Career growth within one of Australia's leading technology services providers

Ready to make an impact?

If you’re passionate about service excellence, operational excellence and building trusted partnerships, we’d love to hear from you.