About the Company

Insync Solutions is a specialist Australian technology consultancy focused on Identity & Access Management (IAM), Cyber Security and Cloud Solutions. Partnering with leading vendors including Microsoft, SailPoint, Okta, OpenText and Ping Identity we help organisations solve complex security and technology challenges. Our highly experienced consultants deliver solutions across the full project lifecycle, from strategy and design through to implementation and ongoing support, while remaining at the forefront of emerging technologies through continuous learning and development.

Joining Insync Solutions offers the opportunity to work with a highly regarded specialist consultancy, partnering with enterprise organisations and leading technologies including Microsoft, SailPoint, Okta, OpenText and Ping Identity. You'll be part of a collaborative and highly skilled team where your leadership will directly influence customer outcomes, service performance and the continued growth of the business.

Role Overview

As Service Delivery Manager, you will lead the delivery of critical cyber security, identity and managed services for a portfolio of enterprise customers, ensuring exceptional service outcomes and long-term client success. Working closely with technical specialists, customers and company leadership, you will play a pivotal role in driving service excellence, customer satisfaction and operational performance across the business.

This is a hands-on leadership position where you will oversee service delivery operations, monitor SLA and KPI performance, manage customer escalations and ensure resources are effectively allocated across multiple projects and support engagements. You will also contribute to the ongoing development of service delivery processes, reporting frameworks and team capability, helping to drive operational excellence and exceptional client outcomes.

The ideal candidate will bring strong stakeholder management skills, a customer-first mindset and proven experience leading service delivery within a technology, managed services or professional services environment. Experience within Cyber Security, Identity & Access Management (IAM) or enterprise IT services will be highly regarded.

Key Responsibilities

• Lead the delivery of managed services and customer support, ensuring SLA commitments are achieved.
• Manage resource planning, scheduling and utilisation across projects and support services.
• Act as the primary escalation point for service-related issues and customer concerns.
• Build strong client relationships through regular service reviews and stakeholder engagement.
• Monitor service performance, customer satisfaction and operational KPIs.
• Prepare and present service delivery, utilisation and project status reports.
• Drive continuous improvement across service delivery processes and systems.
• Mentor and support team members, fostering a high-performance culture.
• Work closely with technical teams, leadership and sales to ensure successful customer outcomes.

Essential Experience

• Proven experience in a Service Delivery Manager, IT Operations Manager or similar leadership role.
• Experience leading IT support, managed services or professional services teams.
• Strong understanding of service delivery frameworks, SLA management and KPI reporting.
• Demonstrated experience in resource planning, forecasting and coordinating technical teams.
• Excellent stakeholder management and customer relationship skills.
• Leadership, coaching and performance management capabilities.
• Exceptional organisational, communication and problem-solving skills.
• Experience with service desk, ticketing and service management platforms.
• Understanding of Cyber Security, Identity & Access Management (IAM) or enterprise IT environments.
• Relevant IT qualifications or equivalent industry experience.

For more information please contact:

Bianca Holmes

04•• ••• 156

• Bianca.Holmes@harrisonmcmillan.com.au