Service Delivery Manager

efex; Sydney; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Competitive salary

Leadership mentorship

Birthday leave

Wellbeing leave

Career pathways into leadership

National support

Job summary

efex in Sydney is seeking a Service Delivery Manager to lead a portfolio of managed clients from our Sydney CBD office. You’ll advance from team leadership to own service performance, SLAs and escalations, partnering with technical and account teams to shape the client experience and drive outcomes.

You will mentor engineers, analyse service metrics and ensure accurate reporting, while fostering strong client relationships. This role offers a clear leadership pathway and local support.

Qualifications

• Experience in MSP or IT service delivery environments.
• Proven ability to drive service performance and meet SLAs.
• Leadership potential with coaching and mentoring skills.

Responsibilities

• Lead day-to-day service delivery for a portfolio of managed clients.
• Ensure SLAs are measured, monitored and achieved.
• Oversee incidents and escalations with timely resolutions.
• Coach engineers to build a high-performing team.
• Analyse service metrics and client feedback for improvements.
• Maintain accurate reporting across SLAs, performance, utilisation and timesheets.
• Collaborate with technical, projects and account teams to deliver seamless service.

Skills

ITIL knowledge

Incident management

Data analysis

Stakeholder communication

Tools

Salesforce

PSA tools

Job description

Ready to take the next step into service delivery leadership?

We're looking for a driven Team Lead or emerging leader ready to step up into a Service Delivery Manager role, based in our Sydney CBD office. This is your opportunity to move beyond day-to-day team leadership and take true ownership of service performance across a diverse client portfolio - balancing people, process, and performance to ensure SLAs are met, escalations are resolved, and service continually improves. You'll partner closely with technical and account teams, lead engineers day-to-day, and play a key role in shaping the client experience - with the backing and support to grow into the role.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia's leading IT and digital services providers. We deliver right-sized IT solutions that help businesses run smarter, simpler, and more efficiently. Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first - both our clients and our team.

The Role

We're looking for someone ready to grow into a Service Delivery Manager position, joining our Sydney team full-time.

In This Role, You Will

• Lead day-to-day service delivery across a portfolio of managed clients
• Ensure SLAs and service targets are measured, monitored, and consistently achieved
• Oversee incident and escalation management, driving timely resolution and strong client outcomes
• Coach, mentor, and support engineers to build a high-performing, accountable team
• Analyse service metrics, trends, and client feedback to identify improvement opportunities
• Maintain accurate reporting across SLAs, performance, utilisation, and timesheets
• Work closely with technical, projects, and account management teams to deliver seamless service experiences

About You

• Have experience within an MSP or IT service delivery environment, whether in a formal leadership role (e.g. Team Lead) or as a Senior Engineer who has informally mentored others, driven process improvements, or taken ownership beyond their core role, and are ready to step up into a broader management role
• Have a working knowledge of ITIL, incident management, and service delivery best practice
• Are organised, analytical, and process-driven with excellent problem-solving capability
• Have contributed to improving service performance or operational efficiency within your current team
• Communicate confidently with both technical teams and business stakeholders
• Are comfortable working with PSA tools (Salesforce experience highly regarded) and using data to inform decisions

What We Offer

• Competitive salary: we recognise your expertise and back your growth
• A genuine leadership pathway: this role comes with mentorship and support as you step up into full SDM responsibilities
• Supportive, down-to-earth culture where collaboration matters
• Birthday leave: celebrate your day, on us
• Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
• Career pathways into senior leadership and broader service operations roles
• The opportunity to make a meaningful impact in a growing national business

Why Join efex?

This is more than a management role - it's your chance to step up, influence how service is delivered, elevate team performance, and build strong client partnerships. You'll have autonomy locally, backed by national support, and real investment in your development as a leader.

Please note: all shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.