Service Delivery Manager

betr Entertainment Aus Pty Ltd; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

betr Entertainment Aus Pty Ltd in Melbourne is seeking a Service Delivery Manager to lead the Customer Support function end-to-end, driving performance, experience and efficiency.

You will build and develop a Melbourne-based team, set priorities, tackle challenges and deliver measurable improvements while aligning with wider operations.

This role requires a commercial mindset, proactive leadership and accountability to deliver outcomes and foster a culture of ownership.

Responsibilities

• Take accountability for Customer Support performance against agreed customer experience, service, quality and productivity measures.
• Independently manage priorities, resolve operational challenges and implement corrective actions within delegated authority.
• Identify emerging risks and service gaps, using performance data to deliver recommendations, action plans and timely progress updates.
• Establish and develop a high-performing Customer Support team with clear expectations, initiative and ownership of outcomes.
• Own performance management and capability development within approved policies and delegations; address underperformance promptly.
• Build a flexible team capable of operating independently and supporting broader business requirements over time.
• Identify recurring customer issues and root causes, leading sustainable process, system and workflow improvements.
• Drive agreed improvement initiatives through implementation, adoption and measurement of results.
• Own workforce planning, resource allocation and roster effectiveness to meet demand across operating hours.
• Anticipate capacity constraints and service risks, balancing customer outcomes, team wellbeing and compliance.

Job description

betr Entertainment Aus Pty Ltd – Melbourne VIC

Betr is a dynamic Australian sports wagering company on a mission to revolutionise the betting experience. With a focus on modern technology and customer experience, we offer a vibrant workplace for people who love sport and take pride in doing the job properly. If you want to make an impact in a fun, collaborative environment, we want you on our team.

About the role

The Service Delivery Manager is accountable for the end-to-end performance, effectiveness and continuous improvement of the Customer Support function. This autonomous leadership role will establish and develop the Melbourne-based team, deliver measurable improvements in customer experience and operational efficiency, and build a culture of ownership and accountability. The role requires a commercially aware, proactive leader who exercises independent judgement, delivers outcomes within delegated authority and develops a capable, adaptable team. It will initially focus on Customer Support, with collaboration across Gold Coast Phone Betting and other operational functions as business needs evolve.

Key responsibilities

• Take accountability for Customer Support performance against agreed customer experience, service, quality and productivity measures.
• Independently manage priorities, resolve operational challenges and implement corrective actions within delegated authority.
• Identify emerging risks and service gaps, using performance data to deliver recommendations, action plans and timely progress updates.
• Establish and develop a high-performing Customer Support team with clear expectations, initiative and ownership of outcomes.
• Own performance management and capability development within approved policies and delegations; address underperformance promptly.
• Build a flexible team capable of operating independently and supporting broader business requirements over time.
• Identify recurring customer issues and root causes, leading sustainable process, system and workflow improvements.
• Drive agreed improvement initiatives through implementation, adoption and measurement of results.
• Own workforce planning, resource allocation and roster effectiveness to meet demand across operating hours.
• Anticipate capacity constraints and service risks, balancing customer outcomes, team wellbeing and compliance.