Service Delivery Manager

M&T Resources; Melbourne; On-site; AUD 120,000 - 160,000; Full time

Job summary

M&T Resources is seeking an experienced Service Delivery Manager to lead technology operations and service delivery. You will report to the General Manager of Business Technology and ensure services are reliable, efficient and aligned with business goals.

You will oversee incident management, service performance and continuous improvement, working with IT teams, business stakeholders and external vendors to strengthen processes and achieve positive customer outcomes.

Qualifications

• 5+ years in technology operations, service delivery or IT support management.
• Experience leading operational teams and coordinating cross-functional work.
• Strong knowledge of ITSM principles, ideally with ITIL certification or equivalent.
• Proven ability to manage incidents, service performance and operational risks.
• Experience working with third-party vendors and multiple stakeholders.

Responsibilities

• Lead day-to-day technology service delivery and operational support.
• Manage incidents, problems, changes and escalations with timely resolutions and clear communications.
• Monitor service performance, KPIs and service levels, driving continuous improvement.
• Lead, coach and develop operational teams with a culture of accountability.
• Build strong relationships with business stakeholders, technical teams and vendors.
• Coordinate major incident management, post-incident reviews and corrective actions.
• Improve processes, service stability and readiness for changes and releases.
• Ensure services meet security, risk, governance and compliance requirements.
• Provide regular service performance reporting and highlight risks to stakeholders.

Skills

ITSM knowledge

Leadership

Incident management

Vendor management

Stakeholder comms

Tools

AWS

Linux

Scripting

Networking

Job description

• Attractive and competitive Salary package
• 5 days onsite work arrangement based at Port Melbourne

Service Delivery Manager

Location:Port Melbourne
Initial 6-month Fixed-Term Contract
Work arrangement: 5 days onsite

About the Role

We are seeking an experienced Service Delivery Manager to lead technology operations and service delivery across the organisation. Reporting to the General Manager of Business Technology, you will be responsible for ensuring technology services are reliable, efficient and aligned with business needs.
This role will lead operational support teams, oversee service performance, manage escalations and drive continuous improvement. You will work closely with technical teams, business stakeholders and external vendors to improve service quality, strengthen operational processes and deliver positive customer outcomes.

Key Responsibilities

• Lead day-to-day technology service delivery and operational support.
• Manage incidents, problems, changes and escalations, ensuring timely resolution and clear communication.
• Monitor service performance, KPIs and service levels, identifying opportunities for continuous improvement.
• Lead, coach and develop operational teams, fostering a culture of accountability, collaboration and high performance.
• Build strong relationships with business stakeholders, technical teams and external service providers.
• Coordinate major incident management, post-incident reviews and corrective actions.
• Improve operational processes, service stability and technology readiness for changes and releases.
• Ensure technology services meet relevant security, risk, governance and compliance requirements.
• Provide regular service performance reporting and communicate operational risks and priorities to stakeholders.

Skills and Experience

• Minimum 5 years’ experience in technology operations, service delivery, infrastructure or IT support management.
• Demonstrated experience leading technical or operational teams.
• Strong knowledge of IT Service Management (ITSM) principles, ideally with ITIL certification or experience.
• Proven experience managing incidents, service performance, operational risks and continuous improvement initiatives.
• Understanding of infrastructure, cloud services and application support environments.
• Experience managing third-party vendors and working with multiple business and technical stakeholders.
• Strong communication, leadership and stakeholder management skills, with the ability to engage both technical and non-technical audiences.
• Experience in regulated or governance-focused environments is highly regarded.
• Knowledge of information security practices and relevant compliance frameworks is desirable.
• Technical exposure: AWS, Linux, scripting and networking.