Service Delivery Manager

We're looking for an experienced Service Delivery Manager to join our Managed Services team and lead the successful delivery of services for enterprise, government and mid-market customers.

This is a fantastic opportunity for someone who thrives in a customer-facing role, enjoys balancing commercial outcomes with operational excellence, and is passionate about building long-term client partnerships.

As the Service Delivery Manager, you'll be the primary point of contact for your customers, ensuring services are delivered in line with contractual commitments while driving customer satisfaction, operational excellence and commercial success.

You'll be responsible for:

• Building trusted relationships with customers and key stakeholders
• Leading governance meetings, service reviews and executive reporting
• Managing service performance against SLAs and KPIs
• Driving continual service improvement initiatives
• Managing customer escalations and resolving complex service issues
• Monitoring account profitability, revenue, margin and cost-to-serve
• Managing service requests, quotations and out-of-scope work
• Ensuring contract compliance and managing commercial risk
• Coordinating contract renewals, extensions and service transitions
• Partnering with technical, delivery and sales teams to support customer retention and growth

What you'll bring

You'll be an experienced Service Delivery Manager with a strong background in Managed Services and a passion for delivering exceptional customer outcomes.

You'll also have:

• 5+ years' experience in Service Delivery, Managed Services or a similar client-facing leadership role
• Strong experience managing enterprise or government customer relationships
• Proven experience managing SLAs, KPIs and service governance
• Commercial acumen with experience managing revenue, margin and contract performance
• Experience managing customer escalations and contractual discussions
• Excellent stakeholder management, communication and negotiation skills
• Strong problem-solving and risk management capabilities
• ITIL Foundation certification (preferred)

Experience working across Cloud, Applications, Analytics, Digital or Mobile technologies will be highly regarded.

Please note: Due to the nature of our customers, Australian Citizenship is a mandatory requirement for this position. Successful applicants must also be eligible to obtain and maintain an Australian Government Security Clearance.

Why join us: 

NCS Australia is where you can feel at home, nurturing your talents and skills as we make tomorrow together, one day at a time. Our benefits include paid parental leave, initiatives focused on your well-being and discounted health insurance. You will also enjoy discounts on various products and services and be regularly recognised and rewarded for high performance. We are committed to your career development through our Capability Fingerprint, industry and partner training programs, special interest groups, and an AI-driven learning platform. No matter where you are in your career, we offer meaningful work and opportunities for growth.

NCS Australia is an equal-opportunity employer, and we take pride in our commitment to valuing and supporting our people and the communities we serve.We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Veterans, Aboriginal and/or Torres Strait Islander community.

At NCS Australia, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply. 

Agencies:

We’ve got this. We request that you do not contact NCS employees outside of the Talent Acquisition team. NCS exclusively accepts resumes from agencies on our preferred supplier panel through the NCS Agency Portal. Agencies that submit resumes must have a valid fee agreement and be assigned to the particular requisition by the Talent Acquisition team. Any resumes that are submitted outside of this process will become the sole property of NCS. If a candidate is hired outside of this process, no fee or payment will be given.

Work rights and background checks: 

To be eligible for a position with us, applicants will need to have valid work rights for Australia and be willing to undergo a comprehensive background checking process, including probity and police checks