Service Delivery Manager

InfoConsulting Group

3d•Onsite

About The Position

InfoConsulting is an international technology and management consulting company that works with the latest ERP technologies to improve client efficiency. They are an IFS Elite Partner and have been awarded IFS Partner of the Year multiple times. InfoConsulting values collaboration, responsibility, openness, professionalism, commitment, creativity, and trust. They are expanding into Australia and are looking for a Service Delivery Manager to join their growing team in Sydney. This is a senior role reporting to the Managing Director ANZ, with single point accountability for the service, including performance against SLAs, customer governance, leading a blended team, and managing the commercial relationship. The role is based on-site with the customer in Sydney.

Requirements

Demonstrated experience as a Service Delivery Manager, Application Managed Services Manager, or equivalent, accountable for an enterprise service under contracted SLAs with real financial consequences.
Proven ITIL-aligned service management experience across incident, problem, change, release, request, and knowledge management, ideally with ITIL v4 Foundation.
Experience running a formal governance cadence with a large enterprise or government customer, chairing performance forums and producing executive-grade reporting to deadline.
Experience leading blended onshore/offshore delivery teams and making an offshore pod genuinely accountable.
Strong commercial awareness across scope control, margin discipline, prepaid day pools, invoicing, and service credits.
Major incident management experience, acting as escalation point for the highest-priority incidents and owning post-incident review and root cause.
Composed under pressure, credible with senior stakeholders, and strong writing skills.
Unrestricted Australian working rights.
Based in Sydney and available to work on site with the customer full time.
Willing and able to complete customer security screening aligned to ISO 27001 prior to commencing on the account.

Nice To Haves

Experience with field service management platforms, or comparable enterprise applications.
Utilities, water, energy, or critical infrastructure sector experience.
ServiceNow experience, particularly integrated supplier models and API-based ITSM connectors.
Experience standing up a service through go-live, rather than inheriting one already running.
Delivery under NSW Government or comparable public sector contracting frameworks.

Responsibilities

Act as the named service owner and primary contact for the customer, responsible for delivery, SLA achievement, and escalation resolution.
Own performance against eight contracted critical service levels, including 99.5% availability and 4-hour P1 resolution, and manage associated service credit exposure.
Prepare drill-down reports and action plans within five business days of any failed SLA, and lead remediation through to trend recovery.
Run the contracted governance cadence, including monthly performance reviews, weekly operational forums, and input to quarterly executive sessions.
Own the full reporting suite - monthly executive summaries, performance and trend reporting, weekly incident reports, and post-incident reviews.
Keep reporting forward-facing, anticipating risks and prioritizing issues for management decision-making.
Manage the tier 2/3 interface with the customer's service desk, ensuring incidents and requests are captured, classified, and resolved to agreed timeframes.
Ensure ITIL practices are applied consistently across incident, problem, change, release, and knowledge management.
Act as escalation point for major incidents, owning post-incident review, root cause analysis, and action tracking.
Lead a blended team of around fifteen, spanning onshore Sydney staff and an offshore delivery center, directed through its team lead.
Structure coverage to meet contractual obligations for highest-priority incidents, and maintain a surge bench for continuity through leave, attrition, and demand peaks.
Deliver structured knowledge transfer to upskill the customer's team, and lead recruitment, onboarding, and capability-building as the account grows.
Own the enhancement register - status, priority, pipeline, and feasibility - and govern the prepaid enhancement pool, including release cadence and the support/billable boundary.
Maintain visibility of contracted entitlement usage, flag out-of-scope work early, and support accurate monthly invoicing.
Maintain portfolio gross margin within agreed targets, and identify follow-on and expansion opportunities.
Work as one team with the platform vendor, systems integrator, and the customer's other suppliers, resolving provider-to-provider disputes without customer intervention.
Own the continual service improvement program, progressing quarterly initiatives against the SLA framework.
Support the transition program during onboarding, contributing to go-live readiness and formal handover to support.