Service Delivery Manager

Virtuelle Group; Sydney; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Culture of Recognition

Innovation Hub

Leading Tools

Work Flexibility

Purpose-Driven

Job summary

Virtuelle Group is a leading MSP/MSSP delivering Managed ICT and Cyber Security services across APAC and the U.S. region.

We are seeking a Service Delivery Manager to lead delivery excellence, ensure SLA adherence and drive continuous quality improvements for our clients. You will manage delivery reporting, act as the primary escalation point for incidents, and champion client care initiatives while maintaining proactive communication with customers.

Qualifications

• Proven experience in a Customer Service Management/Service Delivery role.
• Ability to understand and act upon technical queries.
• Excellent stakeholder management skills.
• Excellent communication skills.
• Aptitude to learn new technologies.
• Operational experience with ITIL methodologies.

Responsibilities

• Ensure seamless and efficient service delivery and meet SLAs.
• Lead by example and motivate peers to achieve greatness.
• Drive innovative service improvement initiatives.
• Lead Change Advisory Boards and guide key decisions.
• Deliver exceptional customer service and exceed client expectations.
• Build and nurture strong relationships with clients.
• Oversee service delivery reporting and ensure accuracy.
• Act as go-to person for problem resolution.
• Translate client technical challenges to internal teams for timely resolution.
• Champion the Client Care Initiative and drive continuous improvement.
• Maintain proactive and dynamic communication with customers.

Skills

Customer service management

Stakeholder management

ITIL experience

Communication skills

Client environments

Problem solving

Relationship building

Job description

Virtuelle Group is a leading MSP/MSSP specialising in providing Managed ICT & Cyber Security services and solutions across a broad range of industries in the APAC & U.S region.

Are you a passionate and customer-focused professional ready to make a significant impact?

Virtuelle is looking for a dynamic leader to oversee the delivery of our exceptional services. In this exciting and multi-faceted role, you will ensure consistently high service performance and leverage customer feedback to drive continuous quality improvements.

Join us and be a part of a team that is dedicated to excellence and innovation!

The Role

Step into an exhilarating and multi-faceted role where you will lead the delivery of exceptional services to Virtuelle’s clients.

As a Service Delivery Manager, you will ensure outstanding service performance whilst leveraging customer feedback to drive continuous quality improvements.

Additionally, you will manage service delivery reporting, act as the first point of escalation for problem resolution, champion the Client Care Initiative, and maintain proactive and dynamic communication with our valued customers.

What You’ll Do:

Ignite your career as a Service Delivery Manager! You’ll be the spark that:

• Ensure seamless and efficient service delivery: Adhere to internal processes and consistently meet SLAs, setting the standard for excellence.
• Inspire and lead by example: Surpass performance standards and motivate your peers to achieve greatness.
• Drive innovative service improvement initiatives: Identify opportunities for enhancement and lead impactful projects that elevate our services.
• Lead and actively participate in Change Advisory Boards: Be at the forefront of change, guiding and approving key decisions.
• Deliver exceptional customer service: Go above and beyond to exceed client expectations and showcase the value-added services we provide.
• Build and nurture strong relationships: Create lasting, mutually beneficial connections with our clients.
• Oversee and optimise service delivery reporting: Ensure accuracy and timeliness in all reporting, keeping everyone informed and aligned.
• Act as the go-to person for problem resolution: Be the trusted point of contact for swift and effective solutions.
• Translate technical requirements: Expert in translating client technical challenges/requirements to effectively engage internal teams for a timely resolution.
• Champion the Client Care Initiative: Foster a culture of excellence and continuous improvement, ensuring all staff are committed to service enhancement.
• Maintain dynamic and proactive communication: Engage with customers regularly, adding value through timely and insightful service reporting.

This is a fantastic opportunity for a customer-centric professional eager to elevate their career to the next level.

Why Virtuelle Group?

Discover a world where your contributions are celebrated and your passion for innovation is ignited. Virtuelle Group is not just a workplace; it’s a vibrant community where recognition and appreciation are the cornerstones of our culture.

We’re committed to pioneering new paths not only for our clients but for our team as well, equipping you with industry-leading tools and automation designed with a people-first approach.

• Culture of Recognition: We celebrate every achievement.
• Innovation Hub: Constantly evolving for our team and clients, modern reporting platforms!
• Leading Tools: Cutting-edge technology with a human touch.
• Work Flexibility: Freedom to work where you thrive.
• Purpose-Driven: Committed to exceptional outcomes for all.

Your Skills & Experience

• Proven previous experience in a Customer Service Management/Service Delivery role
• Ability to understand and act upon technical queries
• Excellent stakeholder management skills
• Excellent communication skills
• Able to understand a range of different client environments
• Operational experience of industry standard management methodologies including ITIL experience
• Excellent client facing, inter-personal and communication skills
• Aptitude to learn new technologies and keep up to date with new releases
• Commercially astute
• Outstanding attention to detail; self-motivated, enthusiastic, energised
• Ability to quickly establish, build and maintain relationships with customers and colleagues