Sydney-based Service Delivery Leader

efex

Sydney

On-site

AUD 140,000 - 180,000

Full time

7 hours ago

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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

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.

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