Service Delivery Manager - MSP Ops & AI Innovation
Lyra Technology Group
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Job summary
Lyra Technology Group's ONGC is seeking a Service Delivery Manager in Arundel, Gold Coast region to lead the Managed Services function, drive operational excellence, and deliver exceptional client outcomes.
You will collaborate with the Service Desk Manager and Team Leaders to ensure engineers are supported, workloads managed, tickets progressed, and issues resolved before escalation. This hands-on leadership role requires discipline, commercial awareness and technical judgment.
Qualifications
- 5–10 years of relevant experience in MSP or managed services.
- Proven track record in service delivery, operational performance and customer relationships.
- Strong knowledge of IT service management, SLA and escalation processes.
- Experience with ConnectWise and BrightGauge for reporting.
- ITIL certification or equivalent practical experience.
Responsibilities
- Own operational performance and service delivery outcomes.
- Lead and develop technicians and cross-functional teams.
- Drive commercial outcomes and optimize capacity.
- Improve systems, processes and automation where possible.
- Provide technical oversight and collaborate with stakeholders.
- Manage escalation and incident handling with clear communication.
Skills
Education
Tools
Job description
Lyra Technology Group's ONGC is seeking a Service Delivery Manager in Arundel, Gold Coast region to lead the Managed Services function, drive operational excellence, and deliver exceptional client outcomes.
You will collaborate with the Service Desk Manager and Team Leaders to ensure engineers are supported, workloads managed, tickets progressed, and issues resolved before escalation. This hands-on leadership role requires discipline, commercial awareness and technical judgment.
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