Service Delivery Manager

Career growth opportunities Market leading organisation Be part of a large scale digital transformation Service Delivery Manager | Permanent RoleYour new company Join a global technology services organisation that partners with some of the world's leading businesses to deliver critical IT services and customer-focused solutions.

With a strong reputation for service excellence, innovation and operational delivery, this organisation offers the opportunity to work in a complex, fast-paced environment while making a genuine impact on customer outcomes.

Your new role As the Service Delivery Manager, you will take ownership of a key customer account, ensuring services are delivered in line with agreed business objectives, governance standards, SLAs and performance expectations.

Working in a complex operational environment, you will act as the primary point of contact for stakeholders, overseeing service performance, financial outcomes and continuous improvement initiatives. Previous airport industry experience will be highly regarded, as understanding the demands of a critical operational environment will help you hit the ground running.

Key responsibilities include

• Leading the delivery of IT services and projects for a key customer environment
• Managing governance activities, stakeholder engagement and service reviews
• Monitoring and reporting on SLA and KPI performance
• Managing project budgets, forecasting and financial performance
• Coordinating internal and external resources to ensure successful delivery outcomes
• Overseeing third-party vendors and subcontractors
• Identifying risks and implementing mitigation strategies
• Driving service improvement initiatives and operational efficiencies
• Resolving service delivery challenges while maintaining high levels of customer satisfaction
• Ensuring services are delivered in line with customer expectations and business requirements
• What you'll need to succeed
• Previous experience as a Service Delivery Manager within a large-scale IT environment
• Strong service delivery, governance and stakeholder management experience
• Proven experience managing and reporting against SLAs and KPIsStrong financial management experience, including budgeting, forecasting and commercial accountability
• Experience leading service reviews and driving continuous improvement initiatives
• Ability to coordinate cross-functional teams and manage competing priorities
• Experience managing third-party vendors and subcontractors
• Excellent communication and customer relationship management skills
• Previous airport industry experience will be highly regarded and is strongly preferred
• Ability to thrive in a fast-paced environment while balancing operational, commercial and customer objectives
• What you'll get in return
• Opportunity to join a globally recognised technology organisation
• High-profile customer environment with genuine responsibility and ownership
• Exposure to large-scale enterprise service delivery operations
• Supportive and collaborative team culture
• Ongoing professional development and career growth opportunities
• Long-term career stability within a growing organisation
• What you need to do now
• If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to charlie.pym@hays.com.au If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.