A Brisbane managed services provider is seeking a Service Delivery Manager to oversee client service performance, communication and operational follow-through. This hybrid role suits someone with five years of IT services experience who understands support queues, escalations, service reporting and customer expectations. You will coordinate service reviews, monitor SLA performance, manage escalations, track improvement actions and work closely with technical teams to improve the client experience. The role requires a calm organiser who can build trust with customers, identify service risks early and keep internal teams aligned around agreed outcomes.

Essential criteria:

• Five years of experience in IT service delivery, managed services, service desk leadership or technical account coordination.
• Ability to manage client communication, service reviews, escalation updates and improvement action tracking.
• Understanding of SLA performance, ticket trends, incident priorities and support process improvement.
• Experience working with technical teams to coordinate resolution of recurring or high-impact service issues.
• Strong reporting, documentation, meeting facilitation and stakeholder management skills.
• Ability to balance customer expectations, commercial priorities and realistic technical delivery timeframes.

Nice to have:

• ITIL certification or practical exposure to ITIL-based service management.
• Experience in an MSP, multi-client support environment or technology services provider.
• Exposure to account management, customer success or service transition activities.