Service Delivery Manager

At Truis, we believe that great service starts with great relationships. As our new Service Delivery Manager, you'll be the trusted partner our customers rely on; the calm, confident voice who keeps things running smoothly and makes sure our managed services perform exactly as they should (or better!).

You’ll build strong connections, advocate for our customers, and make sure every interaction reflects the trust they've placed in us. Your work will turn great service into lasting partnerships, built on trust, reliability, and results.

What you’ll do

Build and maintain strong, trusted relationships with customers as their primary point of contact for managed services delivery.

Act as the voice of the customer within Truis, championing their needs and driving improvements that enhance their experience.

Oversee service quality and performance, ensuring SLAs are met and issues are proactively addressed.

Prepare and present Monthly Service Reports (MSRs) with insights, trends, and recommendations.

Lead continuous improvement initiatives to enhance service efficiency, scalability, and outcomes.

Validate billing accuracy and maintain the commercial health of Managed Service Agreements (MSAs), ensuring cost control, scope adherence, and profitability.

Manage operational risks through Truis' risk framework.

Oversee major incidents and post-incident reviews (PIRs) to ensure follow through and learning.

What you’ll bring

5+ Years experience in service delivery management, IT operations, or customer success.

Strong understanding of ITL frameworks and SLA governance. ITIL v4 Certification will be highly regarded.

Excellent relationship management and communication skills.

Commercial acumen with the ability to interpret service and financial performance data. Why Join Truis? At Truis, we believe in growth, trust, and teamwork. You’ll be part of a supportive and values-driven culture where people are empowered to do their best work. We offer:

Competitive remuneration.

$3,000 per year towards training and development to invest in your professional growth.

An MVP program where you can win either a dedicated carpark for the month or a fully paid day off.

A strong community focus (we’ve donated hundreds of devices to local initiatives and schools).

A commitment to sustainability, including measuring and managing our carbon footprint.

Fresh fruit delivered twice weekly to keep you fueled.

Monthly food trucks to bond over bites.

A collaborative environment where you’ll make a real impact.

#J-18808-Ljbffr