Service Delivery Manager

AI Job Summary

Minimum 5 years’ experience in IT service management or similar client-facing operational roles.

Proven experience managing clients as primary relationship owner and escalation point.

Strong understanding of ITIL framework and service delivery processes, including service governance and escalation.

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Role Type

Permanent • Full-time • Mid-level Senior

Description

Summary:

The Service Delivery Manager plays a crucial role in ensuring the seamless delivery of IT services to our clients in Australia. This position is responsible for overseeing service operations, managing client relationships, and driving continuous improvement initiatives. The ideal candidate will possess a strong understanding of IT service management principles and a commitment to delivering exceptional customer service, thereby contributing to the overall success of the organisation.

Responsibilities:

Manage and oversee the delivery of IT services to clients, ensuring adherence to service level agreements (SLAs).

Act as the primary point of contact for clients, addressing any service-related issues and fostering strong relationships.

Coordinate with internal teams to ensure timely resolution of incidents and service requests.

Monitor service performance metrics and implement improvements to enhance service quality.

Prepare and present regular reports on service delivery performance to stakeholders.

Lead service improvement initiatives and ensure compliance with ITIL best practices.

Facilitate regular service review meetings with clients to discuss performance and gather feedback.

Qualifications:

Bachelor’s degree in Information Technology, Business Administration, or a related field.

A minimum of 5 years of experience in IT service management or a similar role.

Proven experience in managing client relationships and delivering high-quality service.

Strong understanding of ITIL framework and service delivery processes.

Excellent communication and interpersonal skills.

Ability to analyse data and make informed decisions.

Proficiency in service management tools and software.

5 – 10 years MSP experience.

3 days in the office minimum.

Work from Melbourne, Sydney or Brisbane.

Company Overview

Virtual IT Group is a client-centric organisation focused on developing and maintaining long-lasting relationships with our clients. What makes us different? We’re a true partner to your business. We understand that no two businesses are the same, and pride ourselves on understanding our clients to best design, implement and manage their ICT solutions. We don’t just deliver technology; we understand your business goals and objectives, and tailor an IT solution to not only achieve them, but exceed them.