Service Delivery Manager - Australia

Service Delivery Manager – Australia We are seeking an experienced Service Delivery Manager to ensure the successful implementation and ongoing software support and maintenance for our key utility clients in Australia. The ideal candidate will combine stakeholder management and communication skills with broad technical knowledge and a deep understanding of operational best practices such as ITIL, driving value creation and achieving exceptional outcomes for our customers.

Responsibilities

Apply extensive ITIL knowledge to streamline service delivery processes, ensuring alignment with best practices and our clients’ specific needs.

Utilize prior experience in the utilities or software sector to anticipate client challenges and proactively develop solutions that drive operational efficiency and customer satisfaction.

Implement ITIL‑based service management strategies to enhance the quality, reliability, and cost‑effectiveness of our software solutions.

Optimize incident, problem, and change management processes to minimize disruptions and maximize system availability for our utility clients.

Leverage knowledge of the utilities industry to tailor software implementations, ensuring they address sector‑specific challenges and regulatory requirements.

Foster a culture of continuous improvement, regularly assessing and refining our service delivery approach to stay ahead of industry trends and customer expectations.

Develop and maintain strong relationships with key stakeholders in a key customer account.

Conduct regular client meetings to discuss service performance, address concerns, and identify opportunities for improvement.

Act as the primary point of contact for escalated customer issues.

Facilitate workshops and training sessions to enhance client understanding and adoption of our software solutions.

Manage the end‑to‑end service delivery process for key customer accounts.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field.

5+ years of experience in service delivery management, preferably in the software or utilities industry.

Strong understanding of the New Zealand utilities landscape and associated technologies.

Excellent project management and problem‑solving skills.

Outstanding communication and interpersonal abilities.

ITIL certification preferred.

Proficiency in project management tools and methodologies.

Strong knowledge of software development lifecycles and best practices.

Familiarity with cloud‑based software solutions and integrations.

Experience with Agile methodologies.

Excellent analytical and problem‑solving skills.

Stakeholder management experience.

Taking ownership of issues from outset to resolution.

Strong verbal and written communication skills.

Experience with Jira Service Management or similar ITSM solutions.

Benefits

Personal growth in leadership, commercial acumen, and technical excellence.

A career path within a global, high‑growth organization.

A vibrant culture full of people passionate about transformation and making a difference.

A competitive reward package that truly rewards top talent.

A chance to make a true impact on society and the planet.

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