Sydney-based Service Delivery Manager — Flagship Enterprise Account

InfoConsulting; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Competitive Package

Dedicated flagship account

Certification support

Job summary

InfoConsulting Australia is seeking a Service Delivery Manager to lead a high-accountability service for a flagship client in Sydney. You will own performance against SLA, govern the onshore Sydney and offshore delivery teams, and manage the commercial relationship day-to-day, with ITIL-aligned practices guiding incidents and changes.

You will report to the Managing Director ANZ and work on-site, coordinating governance forums and providing executive-level reporting.

Qualifications

• Enterprise service delivery with contractual SLAs and financial impact.
• ITIL-aligned service management across incidents, problems, changes, releases and knowledge.
• Formal governance with large enterprise or government customers.
• Blended onshore/offshore delivery teams and offshore pod accountability.
• Commercial awareness across scope control, invoicing and credits.
• Major incident management and post-incident reviews.
• Strong executive reporting and clear written communication.

Responsibilities

• Own service delivery, SLA governance and escalation management for the customer.
• Lead a blended onshore Sydney team with offshore delivery, ensuring timely incident response.
• Run governance cadences: monthly reviews, weekly forums, quarterly sessions.
• Maintain reporting suites and executive summaries; drive remediation actions.
• Oversee incident/problem/change/knowledge management per ITIL.
• Recruit, onboard and develop capabilities within the account.
• Monitor commercial aspects, entitlement usage and prepaid enhancement pool.

Skills

ITIL

Service Delivery

Governance

Stakeholder management

Team leadership

Onshore/offshore coordination

Executive reporting

Education

ITIL v4 Foundation

Tools

ServiceNow

Job description

InfoConsulting Australia is seeking a Service Delivery Manager to lead a high-accountability service for a flagship client in Sydney. You will own performance against SLA, govern the onshore Sydney and offshore delivery teams, and manage the commercial relationship day-to-day, with ITIL-aligned practices guiding incidents and changes.

You will report to the Managing Director ANZ and work on-site, coordinating governance forums and providing executive-level reporting.