Service Delivery Manager

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Introduction:

• This is a fixed term contract for 6 months to cover maternity leave, with the potential for an extension!

About Compnow:
Compnow are a national privately owned technology company. We’re committed to being more than just an IT provider. We’re a partner that organisations can trust, rely on, and grow with. We believe that technology should empower you to achieve your full potential, and we’re here to make that happen. Whether you need a simple software update, a complex network architecture restructure, or an ongoing procurement partner – we have the expertise, experience, and passion to deliver the best IT solutions for you.

Description:
Why Compnow?

Every Voice Counts – When you join our team, your skills and ideas will be welcomed.

Be Remarkable – Your contribution is key to our success. You don’t stop growing, neither do we.

Do What’s Right – We make a point of keeping our skills current and increasing our impact.

Create Connections – Your manager acts as a mentor to help guide you and your career.

Our business rewards hard-work and initiative. We supply you with the building blocks you need to grow. Internal career opportunities are possible in the long term to grow with our company.

Perks and benefits:

• A free day of leave on your birthday
• Five weeks annual leave incentive
• Employee discounts on IT Equipment
• Employee discounts on accommodation in Bali, Indonesia
• Training programs designed for you
• Flexible working arrangements
• Long term career pathways

What you’ll do?

The Service Delivery Manager is responsible for managing a portfolio of assigned clients and their associated onsite staff. They will work alongside other SDMs within the team for collaboration and support, with the Victorian Engineering Manager available as the escalation point when required.

The Service Delivery Manager holds the accountability for delivery of all services to contracted Service Levels. They are responsible for reviewing, completing and authorising Service Level Reports summarising Compnow service achievements and areas of service improvement. Providing an escalation path to raise any issues of failed Service Delivery and requests for extraordinary service. Understanding each customer’s required Service Levels and strategic objectives and how this relates directly to the customer business outcomes.

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• Own and manage customer MSA contracts, including service delivery obligations, contract reviews, renewals, variations, and supporting commercial discussions with BDMs/Account Directors.
• Lead and govern BAU service delivery, providing direction, coaching and guidance to operational team leaders to ensure consistent, high-quality outcomes.
• Drive service performance management, including SLA governance, service availability, continuity planning, and ensuring contractual commitments are met.
• Identify, manage and mitigate strategic and operational risks, enabling proactive decision-making across customer environments and delivery teams.
• Build and maintain strong customer relationships by leading service reviews, chairing governance meetings, and delivering operational and performance reporting.
• Act as the key customer advocate, coordinating internal teams and subject matter experts to meet customer needs and continuously improve service delivery.
• Champion continuous improvement and team development, including ITIL-aligned process optimisation, customer satisfaction initiatives, and mentoring delivery staff.

What you’ll bring?

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• Proven experience in IT Service Delivery within an MSP environment, leading and managing operational support teams.
• Demonstrated ability to manage customer relationships, contracts and escalations, with strong negotiation and stakeholder engagement skills.
• Experience driving service performance, reporting, and continuous improvement initiatives across support environments.
• Solid working knowledge of IT infrastructure, networks and services, with the ability to engage both technical and business stakeholders.
• Highly developed communication, time management and reporting skills, including Microsoft Office and operational reporting tools.
• Experience in project delivery or small project management, with the ability to influence outcomes and lead improvements.
• Strong understanding of ITIL principles, service management frameworks and service quality standards (e.g. ISO 9001).

What else do you need to apply?

• Travel on-site to our office in Notting Hill and to client sites.
• Must be an Australian resident available to work full time without restrictions.

Compnow will provide and require all successful applicants to complete a current National Police Check as well as a new or updated state-based Working with Children Check.

We are dedicated to a welcoming, inclusive and diverse workplace for everyone - built on merit, great work, ethics and character. And finally – have you made it this far and don’t meet every single requirement? Don’t count yourself out just yet – you may be exactly the person we are looking for and encourage your application.

All submissions will be treated with the strictest confidence. No phone, email, or agency requests. We are a 2026 Circle Back Initiative Employer – we commit to respond to every applicant.

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