At a Glance
- Tasks: Manage day-to-day service delivery and client relationships across Oceania.
- Company: Join EY, a globally connected powerhouse with diverse teams.
- Benefits: Flexible work arrangements, wellness incentives, and comprehensive benefits package.
- Other info: Opportunity for career growth and professional development.
- Why this job: Shape your career while making a real impact in a supportive environment.
- Qualifications: Experience in service delivery and strong communication skills.
The predicted salary is between 90000 - 110000 $ per year.
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.
The opportunity
Oceania Technology Operations (Tech Ops)
The Service Delivery Manager (SDM) is responsible for the day-to-day delivery of managed services to clients across the Oceania region. The role acts as the primary operational contact for clients, ensuring services are delivered in line with agreed scope, service levels, and commercial arrangements. The SDM works closely with technical teams, senior stakeholders, and clients to maintain service quality, manage incidents, and identify opportunities to grow the engagement. This role is based in Warrang – Sydney. Our roles can potentially be adjusted to work flexibly with reduced hours. Please speak with us about potential options.
Your key responsibilities:
- Duration is 3 months with potentially the option to extend as Tech Ops team grows
- Onshore resource – required for Government contracts
- Baseline or above security clearance (preferred, not a deal breaker for the short term)
- Ability to work after hours when needed (support client releases, incident management etc.)
- Support on-call activities up to 2 weeks a month (preferred, not a deal breaker in the short term)
Daily Operations:
- Manage day-to-day client contact and act as the primary operational point of contact
- Monitor incoming client tickets and issues, ensuring timely triage and response
- Produce monthly operational and service reports as required
- Escalate operational risks and issues requiring management attention
- Support incident management, including coordination and client communications
- Take ownership of critical client issues, including rare after-hours support
- Prepare incident reports and post-incident documentation
Account Maintenance:
- Track consumption of support hours against retainer limits
- Manage engagement economics and financial performance with senior support
- Prepare, submit, and track client invoicing and payment follow-ups
- Complete service quality and compliance reporting as required
New Business and Growth:
- Identify and upsell opportunities from the Managed Services Service Catalogue, including overage
- Support the preparation of proposals, estimates, and pitch materials for new and existing clients
What we offer you:
- Career development: At EY, your career is yours to shape! We’ll develop you with future-focused skills and equip you with world-class experiences.
- Flexible work arrangements: Our flexible work policies empower you to balance your professional and personal life, fostering a culture of trust and autonomy.
- A comprehensive benefits package: From a yearly wellness incentive, to access to additional 8 weeks of flex leave per year, and family-friendly policies, including up to 26 weeks of gender-neutral paid parental leave, we cater to your diverse needs to help you thrive both personally and professionally.
- Salary: We offer a competitive salary which is open to negotiation pending on skills and experience.
Acknowledgement of Country: EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia. We pay our respects to their cultures, and to their Elders — past, present, and emerging.
Service Delivery Manager in Sydney employer: EY
At EY, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters inclusivity and professional growth. With flexible work arrangements and a comprehensive benefits package, including generous parental leave and wellness incentives, we empower our employees to thrive both personally and professionally. Join us in the Oceania Data Office and be part of a global team dedicated to shaping a better working world through innovative data management practices.
