Step into a high-impact leadership role with Kinetic IT as a Service Delivery Manager, supporting one of our iconic national customers from their Mascot site in a hybrid, customer-embedded environment.

In this senior role, you’ll lead the delivery of the Service Desk and walk-up Tech Bar crews across Sydney and Melbourne, as well as Desktop Services and airport support nationally. Working closely with customer stakeholders and a capable on-site team, you’ll help keep services running smoothly, commercially on track and continuously improving. Your day to day will also include:

• Take the lead with executive customer relationships, acting as one of Kinetic IT’s embedded delivery leads
• Lead through direct and indirect reports (40+), supporting leaders to build capability, maintain accountability and keep teams aligned across national service delivery
• Keep Service Delivery areas running to agreed SLAs, KPIs and customer expectations
• Drive service performance using reviews and improvement initiatives to lift quality, consistency and customer experience
• Oversee service governance with a clear view of forecasting, commercial commitments, contract obligations and delivery risk
• Create a collaborative, accountable team environment focused on quality delivery and continuous improvement

What you’ll bring to the table:

• A confident, energised leadership style with the presence to build trust quickly, keep momentum high and bring people with you in a dynamic customer environment
• Strong service delivery and operational leadership experience in frontline IT managed services
• A practical, outcomes-focused understanding of ITIL service management, including service desk operations, incident management and continual service improvement
• The presence and credibility to lead service reviews, navigate priorities and turn SLAs, reporting and improvement plans into stronger outcomes for customers and teams
• A genuine passion for customer success, team energy and creating a positive, accountable delivery environment where people are proud to do great work

ABOUT KINETIC IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we’ve partnered with some of Australia’s most important organisations, to help deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

Be You, Create the Future

At Kinetic IT, we’re driven by technology, customer success and community impact, with over 1,500 people across Australia delivering world-class capability with a local touch. We value individuality, inclusion and collaboration, welcoming people of all abilities, backgrounds, cultures and genders, and are proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture – Formal training, mentoring, internal role opportunities, vendor exam support, communities of practice and regular development reviews.
• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).
• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.
• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.