Service Delivery Manager

At DXC Technology we help some of Australias largest organisations modernise operate and secure their critical technology environments. We are seeking an experienced Service Delivery Manager to lead the delivery of managed services for a key government customer.

This is an opportunity to take ownership of a large complex service environment where customer outcomes operational excellence and continual improvement are critical to success.

As the Service Delivery Manager you will be responsible for ensuring high-quality service delivery leading operational governance driving service improvements and building trusted relationships with senior customer stakeholders.

About the Role

The Service Delivery Manager is the primary operational leader responsible for delivering contracted services and ensuring customer expectations are met or exceeded.

You will work closely with technical teams delivery leaders project managers vendors and customer stakeholders to maintain service stability manage risk resolve complex issues and drive continuous improvement.

This role requires a strong blend of operational leadership customer engagement commercial awareness and service management expertise.

Key Responsibilities

Service Delivery Leadership

• Lead the day-to-day delivery of managed services across a complex enterprise environment.

• Ensure service level agreements KPIs and contractual obligations are consistently achieved.

• Drive operational excellence service stability and positive customer outcomes.

• Provide leadership during service disruptions and critical incidents.

• Ensure new services are successfully transitioned into operational support.

Customer Engagement

• Build strong trusted relationships with customer stakeholders at all levels.

• Lead service reviews operational meetings and governance forums.

• Act as a trusted advisor translating technical issues into business outcomes.

• Manage customer escalations and ensure timely resolution of issues.

Service Improvement

• Develop and drive Service Improvement Plans.

• Identify opportunities to improve service performance customer experience and operational efficiency.

• Promote automation innovation and best practice service management methodologies.

• Deliver measurable business outcomes through continual improvement initiatives.

Governance and Risk Management

• Lead monthly and quarterly service governance activities.

• Provide executive reporting on service performance risks issues and improvement initiatives.

• Manage service risks and ensure compliance with contractual and regulatory requirements.

• Support internal and external audit activities where required.

Major Incident Management

• Lead operational response activities during major incidents.

• Coordinate technical vendor and customer stakeholders to restore service as quickly as possible.

• Conduct post-incident reviews and drive implementation of corrective actions.

• Ensure clear and timely communications during high-impact events.

Leadership and Team Development

• Coach and develop high-performing delivery teams.

• Foster a culture of accountability collaboration and customer focus.

• Support capability development succession planning and employee engagement initiatives.

• Lead by example and promote DXC values and behaviours.

About You

To be successful in this role you will bring:

• Significant experience in Service Delivery IT Operations Managed Services or Technology Leadership roles.

• Proven success managing complex enterprise or government environments.

• Strong stakeholder management and customer relationship skills.

• Experience leading major incidents escalations and service recovery activities.

• Excellent communication and presentation skills including executive-level engagement.

• Strong commercial and operational management capability.

• Ability to thrive in a fast-paced customer-focused environment.

Desired Skills and Qualifications

• ITIL Foundation certification or higher.

• Experience working within large-scale managed services environments.

• Experience operating within multi-vendor delivery models.

• Project management or Agile delivery experience highly regarded.

• Relevant tertiary qualifications in Information Technology Business Engineering or a related discipline.

Why Join DXC

At DXC youll have the opportunity to work on nationally significant customer environments collaborate with talented professionals and contribute to services that make a real difference to the communities we support.

We offer:

• Flexible and collaborative working arrangements.

• Career growth and professional development opportunities.

• Exposure to large-scale transformation and modernisation programs.

• A culture that values innovation diversity and continuous improvement.

• The opportunity to work with some of Australias most important government and enterprise customers.

If youre a customer-focused service delivery leader who thrives in complex environments and is passionate about driving operational excellence wed love to hear from you.