We are seeking a Service Delivery Managers to join our high-performing Managed Services team.
As an SDM, you will own the end-to-end service performance, commercial health, and customer experience for a portfolio of enterprise and mid-market clients. You will act as a trusted advisor to your customers, ensuring service excellence, protecting margin, driving continuous improvement, and strengthening long-term partnerships.
This is not a coordination role, it is an ownership role. You will be hands-on, accountable for outcomes, and expected to take full responsibility for service performance, customer sentiment, and commercial results across your portfolio.
Act as the primary point of contact and trusted advisor for your customer portfolio
Lead regular face-to-face operations and service review meetings with senior customer stakeholders
Drive customer satisfaction, retention, and long-term partnership growth
Manage escalations end-to-end, ensuring timely resolution and clear communication
Own SLA performance and contractual compliance
Proactively identify service risks and implement mitigation strategies
Analyse performance data and produce meaningful, insight-driven reporting
Ensure smooth service transitions from projects into steady-state operations
Accountable for service profitability across your portfolio
Monitor revenue, costs, and margin performance
Identify opportunities for service optimisation and commercial uplift
Support renewals and expansion opportunities in collaboration with Sales teams
Team & Operational Leadership
Coordinate cross-functional delivery teams (support, engineering, projects)
Drive accountability across technical teams to meet service commitments
Support resource planning and capacity management
Promote a culture of continuous improvement and customer focus
You will be successful in this role if you:
Consistently achieve or exceed SLA targets
Maintain strong customer sentiment and retention
Confidently lead service governance with senior stakeholders
Take ownership of issues and drive them to resolution
Protect and improve service margin
Identify and implement meaningful service improvements
We’re looking for commercially aware, customer-focused leaders who thrive in a managed services environment.
Proven experience in a Service Delivery Manager or similar customer-facing role
Experience managing enterprise or multi-site customers
Strong understanding of ITIL-aligned service environments
Demonstrated ownership of SLA performance and service governance
Financial acumen, including experience managing budgets and margin
Strong escalation and stakeholder management skills
Ability to influence cross-functional technical teams
ITIL certification
Experience in a managed services provider (MSP) environment
Experience working with distributed or offshore delivery teams
Familiarity with service management platforms (e.g. ServiceNow)
Why Join Us?
Our promise to our employees, Belong, Grow and Thrive is our commitment to creating an environment that is inclusive to all, supports your professional and personal development, and offers an environment where you can do life and work the way it works for you.
Here is how our benefits help you:
⦁ Equal Paid Parental Leave for all primary and secondary carers.
⦁ Flexible and Focused Ways of Working that empower you to structure your work in a way that best suits you while supporting our customers, people and the planet.
⦁ Employee Assistance Program, providing employees and their immediate families with confidential access to a wide range of counselling and professional support services.
⦁ Purchased Leave options, allowing you to buy up to 10 additional days of annual leave each year to help you balance life’s priorities.
⦁ Novated Leasing and Salary Sacrificing options to make your salary work harder for you.
⦁ Diversity, Equity and Inclusion Commitment which places Inclusion as a strategic priority for Logicalis Australia, with investment across DEI programs to foster a workplace culture built on accountability, respect and zero tolerance for exclusionary behaviours.
⦁ Logicalis Learning Space, our Udemy-powered platform, providing unlimited access to thousands of courses to help you develop new skills, enhance your expertise and drive your professional growth at your own pace.
⦁ Investment in Leadership and Career Growth. Logicalis is a place where we see our people as the most valued Architects of Change. Our people progress from Helpdesk to Cloud Engineering, from Sales to Management, and from Operations to Senior Leadership. Here, ideas turn into action. You can make a plan, see it through and genuinely shape your own professional success.
About Us
At Logicalis Australia, we are not just changing the game, we are driving the future of technology.
As the Architects of Change™, our mission is clear: to become the leading technology services provider and employer in the Asia-Pacific (APAC) region.
By combining our global expertise and local insight, we position ourselves as a technology powerhouse, ready to capture growth opportunities across APAC and deliver exceptional service to our customers.
You will be part of a dynamic team of 7,000 plus innovators, collaborating across 30 territories with over 10,000 clients from diverse industries. Every project presents a unique opportunity to make a tangible impact, empowering businesses to thrive in today’s fast-paced digital landscape. With services that drive transformation and scalability such as cloud, connectivity, collaboration and security, you will help optimise operations and enable teams to reach new heights.
As a global leader, our managed services provide real-time insights into clients’ digital ecosystems, 24 hours a day, 7 days a week.
We are proud to be Great Place to Work® Certified for 2025 and 2026, a recognition that reflects our people-first culture and our commitment to fostering an inclusive, empowering and growth-oriented environment.
Join us on this exciting journey and let us shape the future of technology together.