Service Delivery Manager

The People Plugin; South Australia; On-site; AUD 90,000 - 120,000; Full time

Job summary

A recruitment agency in Australia is looking for a Service Delivery Manager to oversee client projects and ensure exceptional service delivery. The ideal candidate will possess strong leadership and account management skills, have a proven track record in digital agency environments, and excel in project coordination. This full-time role offers the chance to work with a dynamic team at the intersection of client success and operational excellence.

Qualifications

• Proven experience in service delivery within a digital agency or tech consultancy.
• Strong account management capabilities with complex client relationships.
• Ability to lead and motivate high-performing teams.

Responsibilities

• Lead and oversee multiple client projects ensuring timely delivery.
• Build strong partnerships with senior client stakeholders.
• Track project profitability and client satisfaction.

Skills

Service delivery leadership

Account management

Project management

Communication skills

Problem-solving

Job description

Join to apply for the Service Delivery Manager role at The People Plugin

The People Plugin is proud to partner with PixelForce, a South Australian success story and trusted tech partner to some of the world’s most recognised apps and digital products, to find an experienced Service Delivery Manager.

About the Role

This senior, hands‑on role sits at the intersection of account management, project delivery and client success. You’ll own end‑to‑end service delivery across key client engagements, lead the Client Operations team, and ensure projects are delivered on time, on budget and to an exceptional standard.

What You’ll Be Responsible For

Service Delivery & Project Management

• Lead and oversee the delivery of multiple client projects across discovery, design, engineering, data and launch
• Establish and maintain delivery frameworks, methodologies and best practices
• Create and manage detailed project plans, timelines and budgets
• Ensure on-time delivery across all engagements, adapting quickly to changing requirements
• Drive continuous improvement across delivery processes and systems

Account Management & Client Success

• Act as the primary relationship owner for assigned client accounts
• Build strong, trusted partnerships with senior client stakeholders
• Manage expectations through clear, transparent communication
• Proactively identify opportunities for account growth and expanded services
• Lead Quarterly Business Reviews (QBRs), focusing on outcomes, insights and long‑term value
• Serve as the escalation point for complex delivery or relationship challenges

Service Operations Coordination

• Coordinate resource allocation across multiple engagements and projects
• Forecast resourcing needs and elevate capacity gaps to department leads
• Partner with resource managers to ensure appropriate staffing and skill coverage
• Track team utilisation and balance workload distribution
• Provide operational guidance and support to project managers and team members

Client Operations Management

• Track and report on project profitability and delivery margins
• Monitor utilisation rates, delivery metrics, and client satisfaction scores
• Coordinate billing processes and revenue recognition activities
• Analyse delivery data and feedback to identify operational improvements

  About You

  You’re a confident Service Delivery or Account Leader who understands how to balance client needs, delivery excellence and commercial outcomes. You’ll bring:

  • Proven experience leading service delivery in a digital agency, tech consultancy or professional services environment
  • Strong account management experience with complex, long‑term client relationships
  • Excellent project management capability across multiple concurrent engagements
  • Commercial acumen with a clear understanding of profitability and utilisation
  • The ability to lead, mentor and motivate high‑performing teams
  • A calm, solutions‑focused approach when navigating challenges
  • Exceptional communication skills with both clients and internal teams

  Why Join PixelForce?

  PixelForce is a South Australian success story that values collaboration, integrity, and innovation. As part of this dynamic team, you’ll have the opportunity to work with like‑minded professionals, directly impact businesses that scale from startup to multi‑million dollar exits, and grow your career in a forward‑thinking environment.

  How to Apply

  Applying is simple. Submit your resume along with a cover letter. We’re eager to hear from you and look forward to learning how you can contribute to this exciting new venture. Please contact Xanthe at [e-mail] for more information.

  Additional Information

  Seniority level: Mid‑Senior level

  Employment type: Full‑time

  Job function: Project Management and Customer Service

  Industries: Design Services

  Location: Adelaide, South Australia