Axiom Technologies is a global IT services and consulting company specializing in IT Infrastructure, Cloud Solutions, Managed Services, Software Development, Cybersecurity, and Data Analytics. With a strong presence across multiple regions, we deliver innovative technology solutions across diverse industries such as Healthcare, Finance, Education, and Manufacturing, tailoring our services to meet the unique needs of every client. Please visit our website for more information about what we do at www.axiomtechnologies.com.
About the Role
We are seeking an experienced Service Delivery Manager to lead and optimise service operations within our Melbourne-based Managed IT Services environment. This role is responsible for ensuring seamless delivery of IT services to clients, driving operational excellence, managing key stakeholder relationships, and overseeing governance and reporting frameworks. The successful candidate will bring strong skills in data presentation, people leadership, and service improvement across a dynamic, customer-centric environment
Key Responsibilities
Service Delivery Management
- Oversee and manage the delivery of managed IT services to ensure SLA, KPI, and contractual commitments are consistently met.
- Coordinate service teams and vendors to resolve escalations and ensure service continuity.
- Drive service improvement initiatives across processes, tools, and customer experience.
- Ensure adherence to ITIL-based service management best practices.
Data Presentation & Reporting
- Develop and maintain clear, accurate, and insight-driven service reports and dashboards for internal leadership and clients.
- Present operational data, performance trends, and improvement recommendations to executive teams and client stakeholders.
- Use analytical insights to drive proactive service enhancements and risk mitigation.
Stakeholder & Client Management
- Act as a trusted advisor and key point of contact for client stakeholders, ensuring transparency and high satisfaction.
- Conduct regular service review meetings, performance updates, and strategic discussions with clients.
- Foster strong relationships with internal teams, technical specialists, and senior leadership to align service delivery with business needs.
Governance & Compliance
- Lead governance reporting and oversight of service delivery activities, ensuring compliance with organisational policies and industry standards.
- Prepare documentation for internal and external audits, risk assessments, and performance reviews.
- Monitor adherence to contractual obligations, reporting schedules, and quality standards.
People & Team Management
- Lead, coach, and develop a team of service delivery engineers, coordinators, and support staff.
- Conduct performance reviews, set development goals, and promote continuous learning.
- Build a culture of accountability, collaboration, and customer-focused service excellence.
- Manage team workload, resource planning, and capability development to meet business and client demands.
Skills & Experience
Essential
- Proven experience as a Service Delivery Manager within a Managed IT Services or MSP environment (Melbourne or Australia-based experience highly regarded).
- Strong ability to interpret and present data effectively using tools such as Power BI, Excel, or other reporting platforms.
- Demonstrated experience in stakeholder management, client engagement, and executive-level communication.
- Solid background in governance reporting, service documentation, compliance, and risk management.
- Experience leading and managing teams in a service-driven environment.
- Strong understanding of ITIL principles and service management processes.
Desirable
- ITIL certification (Foundation or higher).
- Experience working with Australian enterprise, government, or mid-market clients.
- Familiarity with MSP tools such as ConnectWise, ServiceNow, Autotask, or similar platforms.
- Project management skills or certification (e.g., PRINCE2, PMP).
What next?
If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to careers.au@axiomtechnologie.com.