Service Delivery Manager

Role: Service Delivery Manager
Location: Sydney
Experience: 8-13 yrs

Skills Responsibilities:

• Service & SLA Management: Oversee the end-to-end delivery of application managed services ensuring prompt response times incident resolution and high availability.
• Team Leadership: Mentor manage and scale a team of support engineers (Tier 1 to Tier 3) balancing workloads prioritizing tasks and ensuring technical readiness.
• Stakeholder Engagement: Act as the primary bridge between technical teams business stakeholders and third-party vendors to communicate progress and manage expectations.
• Continuous Improvement: Proactively analyze ticket trends and system bugs to identify root causes improve support processes and optimize software reliability.
• Compliance & Governance: Ensure application support activities adhere to established frameworks (e.g. ITIL) data security protocols and audit requirements.
• Release Management: Ensure business and technology teams are prepared for successful go-lives software patches and system upgrades