Remote Australia: Service Delivery Lead for Client Success

jobgether; New York (NY); À distance; USD 83 000 - 125 000; Plein temps

Avantages offerts par ce poste

Remote work in Australia

Flexible schedule

Career development

Collaborative culture

Professional growth

Innovation and technology

Inclusive workplace

Employee well-being

Purpose-driven team

Compensation details to be confirmed

Résumé du poste

Jobgether is supporting a partner company in Australia to recruit a Service Delivery Manager. You will own the service delivery relationship for a portfolio of clients, lead governance and reporting, and manage SLAs, incidents, and escalations in a remote-first environment.

The role requires 3–6 years in service delivery or related client-facing work, ITSM expertise, and strong communication and analytical skills. Collaboration with technical teams and ongoing process improvements are essential.

Qualifications

• 3–6 years of experience in service delivery, IT account management, or a comparable client-facing role within MSP, professional services, or technology environment.
• Strong understanding of ITSM principles, SLAs, performance reporting, incident management, and P1–P4 prioritisation.
• Experience governing client relationships at a governance level, facilitating service reviews and QBRs.
• Proven ability to manage customer complaints, major incidents, service recoveries, and escalations with accountability.
• Commercial awareness regarding service scope, billing, contractual changes, and outcomes.
• Proficiency with ITSM platforms (e.g., Freshservice) and reporting tools (MS Office, Excel, Teams).
• ITIL 4 Foundation and SC-900 or similar certifications are advantageous.
• Excellent written and verbal communication; strong analytical and problem-solving skills.
• Self-motivated, proactive, adaptable, and able to work independently while collaborating in a team.
• Willingness to learn and apply AI tools to improve productivity.

Responsabilités

• Own the service delivery relationship for a portfolio of clients and be the primary point of accountability for service quality and satisfaction.
• Lead monthly service reviews and QBRs, present performance results, identify risks, and drive agreed actions.
• Monitor SLAs, incident priorities, targets, and metrics; investigate gaps and coordinate corrective actions.
• Manage client complaints, major incidents, service escalations, and formal responses with clear communication.
• Collaborate with technical teams, practice leads and stakeholders to resolve issues and keep clients informed.
• Identify opportunities to improve service quality and efficiency; implement improvements with cross-functional teams.
• Address queries on service scope, billing, and contractual changes; escalate significant commercial decisions.
• Translate technical data and risks into clear information for both technical and non-technical audiences.
• Contribute to the development and refinement of service delivery processes, including AI-assisted improvements.

Connaissances

Service delivery

IT account management

Client-facing

Governance

Communication

Analytical thinking

Problem solving

Leadership

Continuous learning

Formation

ITIL 4 Foundation

Microsoft Certified: SC-900

Outils

Freshservice

Microsoft Office

Excel

Teams

Description du poste

Jobgether is supporting a partner company in Australia to recruit a Service Delivery Manager. You will own the service delivery relationship for a portfolio of clients, lead governance and reporting, and manage SLAs, incidents, and escalations in a remote-first environment.

The role requires 3–6 years in service delivery or related client-facing work, ITSM expertise, and strong communication and analytical skills. Collaboration with technical teams and ongoing process improvements are essential.