At a Glance
- Tasks: Lead application managed services and ensure top-notch service delivery for our clients.
- Company: Join a dynamic team in the public administration sector, based in Sydney.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Ideal for those who thrive in fast-paced environments and enjoy problem-solving.
- Why this job: Make a real impact by improving service quality and leading a talented support team.
- Qualifications: 7+ years in IT service delivery with strong stakeholder management skills.
The predicted salary is between 90000 - 110000 $ per year.
We are looking for an experienced Service Delivery Manager to lead application managed services for our client on an exciting project in public administration space.
You will own service performance end to end, from SLAs and incident resolution through to releases and go-lives, and lead a multi-tier support team in Sydney.
This role suits someone who has run application support at scale in an enterprise or government setting and can hold their own with business stakeholders, technical teams and third-party vendors at the same time.
WHAT YOU'LL DO
- Service & SLA Management
- Oversee end-to-end delivery of application managed services
- Make sure response times, incident resolution and availability targets are consistently met
- Track and report on SLA performance, and act quickly when service starts to slip
- Lead, mentor and grow a team of support engineers across Tier 1 to Tier 3
- Balance workloads, set priorities and keep the team technically ready for what's coming
- Build a team culture focused on ownership and service quality
- Stakeholder Engagement
- Be the main point of contact between technical teams, business stakeholders and third-party vendors
- Communicate progress, risks and service issues clearly and early
- Manage expectations across stakeholders with different priorities
- Analyse ticket trends and recurring defects to find root causes
- Improve support processes and drive changes that make the applications more reliable
- Use data to show where the service is getting better and where it needs work
- Compliance & Governance
- Make sure support activities follow ITIL and the client's service management frameworks
- Uphold data security protocols and audit requirements
- Keep governance documentation and reporting current and audit-ready
- Release Management
- Prepare business and technology teams for go-lives, patches and system upgrades
- Coordinate release readiness, cutover planning and post-release support
WHAT WE'RE LOOKING FOR
- Must-Have
- 7+ years of experience in IT service delivery or application support, with recent time in a Service Delivery Manager role
- Proven experience running application managed services against contractual SLAs
- Experience leading multi-tier support teams (Tier 1 to Tier 3)
- Strong stakeholder management skills, including working with vendors and senior business stakeholders
- Based in Sydney
- Technical Depth
- ITIL processes: incident, problem, change and release management
- ITSM tooling such as Service Now, Jira Service Management or similar
- SLA and KPI reporting, ticket trend analysis and root cause analysis
- Release and deployment coordination across business and technology teams
- Working knowledge of data security and audit requirements in a regulated environment
- Preferred Certifications
- ITIL 4 Managing Professional or Strategic Leader
- PRINCE2, PMP or equivalent delivery certification
- NICE TO HAVE
- Experience delivering services to state government or other public sector clients
- Background working with a large global IT services provider
- Experience with Agile delivery alongside a managed services model
- Exposure to service transition and onboarding of new applications into support
- WHAT SETS YOU APART
- You know your numbers and can explain what's behind them
- You stay calm and organised during major incidents and keep everyone informed
- You fix problems at the source rather than just closing tickets
- You can earn the trust of both your team and the client
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Service Delivery Manager in Sydney employer: Komforce Pty Ltd
At Komforce Pty Ltd, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. Our Sydney-based team enjoys a range of benefits including professional development opportunities, a supportive environment for career growth, and the chance to work on impactful projects that make a difference in the field service industry. Join us to be part of a dynamic organisation that values your contributions and invests in your future.
