Service Delivery Manager

Zone IT Solutions Pty Ltd; Sydney; On-site; AUD 120,000 - 160,000; Full time

Job summary

Zone IT Solutions Pty Ltd is seeking an experienced leader to drive the end-to-end delivery of enterprise application managed services. You will oversee incident response, availability, and service levels while guiding a multi-tier support team.

You will act as the main liaison between technical teams, business stakeholders, and vendors, ensuring clear progress updates and aligned expectations. A strong focus on continuous improvement, governance, and successful go-lives will be essential.

Responsibilities

• Service & SLA Management: Oversee the end-to-end delivery of application managed services, ensuring prompt response times, incident resolution, and high availability.
• Team Leadership: Mentor and manage a team of support engineers (Tier 1 to Tier 3).
• Stakeholder Engagement: Act as the bridge between technical teams, business stakeholders, and third-party vendors.
• Continuous Improvement: Analyze ticket trends and system bugs to identify root causes and improve support processes.
• Compliance & Governance: Ensure activities adhere to ITIL, data security protocols, and audit requirements.
• Release Management: Prepare business and technology teams for go-lives, patches, and system upgrades.

Skills

Service & SLA Management

Team Leadership

Stakeholder Engagement

Continuous Improvement

Compliance & Governance

Release Management

Job description

Service & SLA Management: Oversee the end-to-end delivery of application managed services, ensuring prompt response times, incident resolution, and high availability.

Team Leadership: Mentor, manage, and scale a team of support engineers (Tier 1 to Tier 3), balancing workloads, prioritizing tasks, and ensuring technical readiness.

Stakeholder Engagement: Act as the primary bridge between technical teams, business stakeholders, and third-party vendors to communicate progress and manage expectations.

Continuous Improvement: Proactively analyze ticket trends and system bugs to identify root causes, improve support processes, and optimize software reliability.

Compliance & Governance: Ensure application support activities adhere to established frameworks (e.g., ITIL), data security protocols, and audit requirements.

Release Management: Ensure business and technology teams are prepared for successful go-lives, software patches, and system upgrades