Service Delivery Manager

Responsibilities

• Build trusted relationships with customers and key stakeholders
• Lead governance meetings, service reviews and executive reporting
• Manage service performance against SLAs and KPIs
• Drive continual service improvement initiatives
• Manage customer escalations and resolve complex service issues
• Monitor account profitability, revenue, margin and cost-to-serve
• Manage service requests, quotations and out-of-scope work
• Ensure contract compliance and manage commercial risk
• Coordinate contract renewals, extensions and service transitions
• Partner with technical, delivery and sales teams to support customer retention and growth

Requirements

• Proven 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

Preferred Qualifications

• ITIL Foundation certification
• Experience with Cloud, Applications, Analytics, Digital or Mobile technologies

Benefits

• Paid parental leave
• Well-being initiatives
• Discounted health insurance
• Product and service discounts
• Career development and training programs

About the Company

NCS Australia is a technology services company that partners with government and enterprise organisations to tackle complex challenges and deliver solutions that drive real, lasting impact.