Service Delivery Manager

Job not on LinkedIn

🔥 4 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Insentra

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2010

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Insentra is a global leader in professional and managed IT services, delivering unique and tailored solutions through IT partners and vendors. Unlike traditional firms, Insentra is partner-focused, meaning it collaborates with rather than competes with other IT businesses to enhance their service delivery. From its humble beginnings in a Sydney garage, it has grown by addressing the industry's resource challenges with a channel-only approach. Insentra's service model helps partners scale operations, improve project delivery, and expand capabilities without direct client engagement. With an emphasis on security and industry expertise, Insentra supports businesses in accelerating IT channel enablement and breaking into new markets.

📋 Description

• Own the service delivery relationship for an assigned portfolio of clients • Act as the primary point of accountability for clients' service experience • Lead client governance conversations, including monthly service reviews and QBRs • Present service performance clearly and drive accountability for open actions • Manage SLA performance and service outcomes across the client portfolio • Understand missed or achieved targets and coordinate actions to improve delivery • Manage client escalations and service recovery, including complaints, major incidents and formal responses • Coordinate with technical teams and practice leads to resolve service issues and support escalations • Keep clients informed throughout issue resolution • Drive continuous service improvement by identifying opportunities, coordinating with technical teams and tracking outcomes • Support commercial and contract-related queries, including scope changes, billing questions and contract clarifications • Escalate material commercial or contractual decisions when needed • Deliver exceptional service outcomes for partners and their customers across Australia

🎯 Requirements

• 3-6 years' experience in service delivery, IT account management or a similar client-facing managed services role • Understanding of service delivery in an MSP, professional services or technology environment • Strong understanding of ITSM and SLA frameworks, including service reporting, SLA targets and P1/P2/P3/P4 incident priorities • Experience managing client relationships at a governance level • Experience with structured service reviews, QBRs and performance conversations • Experience handling escalations and service recovery, including client complaints, major incidents and formal responses • Commercial awareness of scope changes, billing queries, contract commitments and service performance impacts • Strong stakeholder communication skills, including explaining service performance, risks and technical issues to technical and non-technical stakeholders • Familiarity with ITSM, reporting and collaboration tools such as Freshservice or similar platforms, Microsoft Office, Teams and Excel • ITIL 4 Foundation, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or similar certification advantageous • Strong analytical problem solving and interpersonal skills • Strong verbal and written communication skills • Knowledge of AI and its application for workplace efficiency • Ability to work under pressure and with minimal instruction and supervision • Willingness to work beyond standard 9-5 hours when needed

🏖️ Benefits

• Flexible work environment; where feasible, employees choose where they work • Support and access to career-development resources and certifications • Diverse and inclusive community of belonging • Equal Opportunity Employer • Professional and personal growth support • Flexible scheduling and accountability for setting work schedules • Collaboration and celebrations across time zones • Great Place to Work certified company • Exposure to a global team and operations across 27+ countries • Career growth and challenge to develop professionally