<p><strong><span style="text-decoration: underline;">The Company</span></strong></p><p>Our client, a well-established Managed Service Provider, is looking for an experienced Service Delivery Manager to lead their high-performing support team while driving continuous improvement across service delivery.</p><p> </p><p><strong><span style="text-decoration: underline;">About the Role<br /> </span></strong>You will play a pivotal role in ensuring the seamless delivery of services to clients. You will oversee service operations, manage client relationships and drive continuous improvement initiatives to enhance service quality and efficiency.</p><p>Key responsibilities include:</p><ul><li><strong>Client Relationship Management</strong>: Serve as the primary point of contact for key client accounts, building strong relationships and understanding their business needs.</li><li><strong>Service Delivery Oversight</strong>: Monitor and manage service delivery performance, ensuring adherence to SLAs and KPIs.</li><li><strong>Team Leadership</strong>: Lead and motivate a team of service delivery professionals, providing guidance, support, and fostering a culture of accountability and excellence.</li><li><strong>Continuous Improvement</strong>: Identify opportunities for process improvements and efficiencies within service delivery operations.</li><li><strong>Escalation Management</strong>: Handle escalated issues and incidents, working closely with technical teams to resolve challenges promptly.</li><li><strong>Reporting and Analytics</strong>: Prepare regular reports and analytics on service delivery performance and metrics for management and clients.</li><li><strong>Risk Management</strong>: Proactively identify and mitigate risks that may impact service delivery or client satisfaction.</li></ul><p> </p><p><strong><span style="text-decoration: underline;">About You</span></strong></p><p>You will have proven experience in Service Delivery or Service Operations within an MSP or IT services environment.</p><p>Alongside this, you will have:</p><ul><li>A strong understanding of IT service management principles, with ITIL framework certification preferred.</li><li>Excellent leadership and people management skills, with a track record of leading high-performing teams.</li><li>Exceptional communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.</li><li>An analytical mindset with the ability to interpret data and trends to drive informed decisions.</li><li>Commitment to continuous learning and professional development.</li></ul><p> </p><p><strong><span style="text-decoration: underline;">Why Join?</span></strong></p><ul><li>A collaborative, growth-focused culture where your ideas are heard</li><li>Opportunities for professional development and technical certification</li><li>A hybrid work model with flexibility</li><li>Competitive salary and clear career progression within the business.</li></ul><p> </p><p>If you're ready to lead a capable team while keeping your technical edge sharp, we'd love to hear from you.</p><p> </p><p><strong><span style="text-decoration: underline;">Apply Today</span></strong></p><p>Please send your resume by clicking on the Apply button.</p><p>Job Reference No: 06810-0013315324 TW</p><p><strong><em> </em></strong></p><p><strong>This is an </strong>hybrid <strong>position.</strong></p><p><em>By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: <a href="https://www.roberthalf.com/au/en/privacy" target="_blank">https://www.roberthalf.com/au/en/privacy.</a> Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.</em></p><img src="https://counter.adcourier.com/VGhvbWFzLldhcmQuNTg5NDcuMTA2NzVAcmhpYXVzLmFwbGl0cmFrLmNvbQ.gif">