Service Delivery Manager - ONGC

Lyra Technology Group; Gold Coast City; Hybrid; AUD 110,000 - 160,000; Full time

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

Service delivery

People leadership

ITIL

SLA management

Customer relationships

Data analysis

Cross-functional collaboration

Incident management

Automation awareness

Education

ITIL certification

Tools

ConnectWise

BrightGauge

Job description

Lyra Technology Groupis aprivateequity-backed holding company that invests in andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees, name, and culture that have made them successful. As a platform ofEvergreenServicesGroup, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Our Operating Company, ONGC, is looking for a Service Delivery Manager to join their team in Arundel, GQ.

About The Role

ONGC is looking for an accomplished Service Delivery Manager to lead their Managed Services function, drive operational excellence and deliver outstanding customer outcomes.

You will work closely with the Service Desk Manager and Team Leaders to ensure engineers are supported, workloads are managed effectively, tickets progress efficiently and customer issues are resolved before they escalated.

This is a hands-on leadership role that requires strong operational discipline, commercial awareness and the technical understanding to guide decisions across evolving technologies, systems and automation.

Key Responsibilities

• Own operational performance
• Lead and develop people
• Drive commercial outcomes
• Manage capacity and capability
• Improve systems and processes
• Provide technical oversight
• Collaborate across the business

About You

• 5–10 years of relevant experience, ideally within an MSP, Managed Services, Service Desk or technical operations environment.
• Proven experience managing service delivery, operational performance, customer relationships and team productivity.
• Strong knowledge of IT service management, incident and escalation management, SLA management, queue operations and continuous improvement.
• Commercial acumen, with the ability to understand utilisation, billable hours, gross margin and cost-to-serve, and translate performance data into practical action.
• Experience working with service management platforms and reporting tools, ideally including ConnectWise and BrightGauge.
• The ability to lead, coach and hold people accountable while building a collaborative, high-performing team.
• Strong communication skills and the confidence to manage challenging customer situations and engage with both technical and non-technical stakeholders.
• Broad technical knowledge and the ability to guide escalations, challenge assumptions and identify opportunities across emerging technologies and automation.
• ITIL certification or equivalent practical experience. Relevant business or technology management qualifications will be advantageous.
• Flexible working arrangements – 2 days WFH
• Clear career progression pathways
• Exposure to meaningful, enterprise technology projects
• Supportive, collaborative team culture focused on growth and innovation
• Opportunity to work with emerging AI technologies and innovative automation solutions
• Be part of a values-driven organisation committed to delivering exceptional outcomes for clients across Australia