Service Delivery Manager at Logicalis

, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

18 Jul, 26

Salary

0.0

Posted On

19 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery Management, ITIL, Stakeholder Management, SLA Management, Financial Acumen, Escalation Management, Managed Services, Customer Relationship Management, Service Governance, Cross-functional Leadership, Service Optimization, Reporting, Risk Mitigation, Budgeting, Service Transition

Industry

IT Services and IT Consulting

Description

About the Role We are seeking a Service Delivery Managers to join our high-performing Managed Services team. As an SDM, you will own the end-to-end service performance, commercial health, and customer experience for a portfolio of enterprise and mid-market clients. You will act as a trusted advisor to your customers, ensuring service excellence, protecting margin, driving continuous improvement, and strengthening long-term partnerships. This is not a coordination role, it is an ownership role. You will be hands-on, accountable for outcomes, and expected to take full responsibility for service performance, customer sentiment, and commercial results across your portfolio. Key Responsibilities Customer & Relationship Ownership Act as the primary point of contact and trusted advisor for your customer portfolio Lead regular face-to-face operations and service review meetings with senior customer stakeholders Drive customer satisfaction, retention, and long-term partnership growth Manage escalations end-to-end, ensuring timely resolution and clear communication Service Performance & Governance Own SLA performance and contractual compliance Proactively identify service risks and implement mitigation strategies Analyse performance data and produce meaningful, insight-driven reporting Ensure smooth service transitions from projects into steady-state operations Commercial & Financial Management Accountable for service profitability across your portfolio Monitor revenue, costs, and margin performance Identify opportunities for service optimisation and commercial uplift Support renewals and expansion opportunities in collaboration with Sales teams Team & Operational Leadership Coordinate cross-functional delivery teams (support, engineering, projects) Drive accountability across technical teams to meet service commitments Support resource planning and capacity management Promote a culture of continuous improvement and customer focus What Success Looks Like You will be successful in this role if you: Consistently achieve or exceed SLA targets Maintain strong customer sentiment and retention Confidently lead service governance with senior stakeholders Take ownership of issues and drive them to resolution Protect and improve service margin Identify and implement meaningful service improvements About You We’re looking for commercially aware, customer-focused leaders who thrive in a managed services environment. Essential Experience Proven experience in a Service Delivery Manager or similar customer-facing role Experience managing enterprise or multi-site customers Strong understanding of ITIL-aligned service environments Demonstrated ownership of SLA performance and service governance Financial acumen, including experience managing budgets and margin Strong escalation and stakeholder management skills Ability to influence cross-functional technical teams Desirable ITIL certification Experience in a managed services provider (MSP) environment Experience working with distributed or offshore delivery teams Familiarity with service management platforms (e.g. ServiceNow) Why Join Us? Our promise to our employees, Belong, Grow and Thrive is our commitment to creating an environment that is inclusive to all, supports your professional and personal development, and offers an environment where you can do life and work the way it works for you. Here is how our benefits help you: ⦁ Equal Paid Parental Leave for all primary and secondary carers. ⦁ Flexible and Focused Ways of Working that empower you to structure your work in a way that best suits you while supporting our customers, people and the planet. ⦁ Employee Assistance Program, providing employees and their immediate families with confidential access to a wide range of counselling and professional support services. ⦁ Purchased Leave options, allowing you to buy up to 10 additional days of annual leave each year to help you balance life’s priorities. ⦁ Novated Leasing and Salary Sacrificing options to make your salary work harder for you. ⦁ Diversity, Equity and Inclusion Commitment which places Inclusion as a strategic priority for Logicalis Australia, with investment across DEI programs to foster a workplace culture built on accountability, respect and zero tolerance for exclusionary behaviours. ⦁ Logicalis Learning Space, our Udemy-powered platform, providing unlimited access to thousands of courses to help you develop new skills, enhance your expertise and drive your professional growth at your own pace. ⦁ Investment in Leadership and Career Growth. Logicalis is a place where we see our people as the most valued Architects of Change. Our people progress from Helpdesk to Cloud Engineering, from Sales to Management, and from Operations to Senior Leadership. Here, ideas turn into action. You can make a plan, see it through and genuinely shape your own professional success. About Us At Logicalis Australia, we are not just changing the game, we are driving the future of technology. As the Architects of Change™, our mission is clear: to become the leading technology services provider and employer in the Asia-Pacific (APAC) region. By combining our global expertise and local insight, we position ourselves as a technology powerhouse, ready to capture growth opportunities across APAC and deliver exceptional service to our customers. You will be part of a dynamic team of 7,000 plus innovators, collaborating across 30 territories with over 10,000 clients from diverse industries. Every project presents a unique opportunity to make a tangible impact, empowering businesses to thrive in today’s fast-paced digital landscape. With services that drive transformation and scalability such as cloud, connectivity, collaboration and security, you will help optimise operations and enable teams to reach new heights. As a global leader, our managed services provide real-time insights into clients’ digital ecosystems, 24 hours a day, 7 days a week. We are proud to be Great Place to Work® Certified for 2025 and 2026, a recognition that reflects our people-first culture and our commitment to fostering an inclusive, empowering and growth-oriented environment. Join us on this exciting journey and let us shape the future of technology together. Logicalis is an international solutions provider of digital services currently accelerating the digital transformation of its 10,000 customers around the world. Through a globally connected network of specialist hubs, sector-leading experts (in education, financial services, government, healthcare, manufacturing, professional services, retail and telecommunications) and strategic partnerships (including Cisco, Microsoft, HPE, IBM, NetApp, Oracle, ServiceNow, and VMware), Logicalis has more than 6,500 employees focused on understanding customer priorities and enhancing their experience. As Architects of ChangeTM, Logicalis’ focus is to design, support, and execute customers’ digital transformation by bringing together their vision with its technological expertise and industry insights. The company, through its deep knowledge in key IT industry drivers such as Security, Cloud, Data Management and IoT, can address customer priorities such as revenue and business growth, operational efficiency, innovation, risk and compliance, data governance and sustainability. Logicalis Group, with annual revenues of $ 1.5 billion annually, maintains operations in Europe, North America, Latin America, Asia Pacific and Africa and is part of Datatec Group, which is listed on the Johannesburg Stock Exchange (JSE:DTC), with revenues of more than $ 4.1 Billion.

Responsibilities

The Service Delivery Manager will own end-to-end service performance, commercial health, and customer experience for a portfolio of enterprise clients. They are responsible for leading service governance, managing escalations, and driving continuous improvement across cross-functional delivery teams.