Service Delivery Manager

CorpCloud is an innovative ISP, MSP and Technology Solutions Provider delivering telecommunications, internet, managed IT services, public and private cloud technology and leading technology solutions to some of the largest enterprises across Australia.

With a culture of growing our people along with its own growth, CorpCloud creates fantastic opportunities to develop your career.

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The Service Delivery Manager is a pivotal figure in ensuring that CorpCloud delivers seamless and outstanding service and support to its customers, emphasising a customer-first approach across all interactions. 

This role is critical in driving exceptional Service Delivery and customer satisfaction within CorpCloud, managing the end-to-end customer experience lifecycle, from initial Service Delivery to ongoing support and project scoping. 

The SDM encompasses the traditional aspects of Service Delivery within an MSP, focusing on enhancing customer satisfaction, overseeing service level agreements (SLAs), and fostering strong relationships with customers and internal teams. Leading and mentoring the service and support teams, the SDM collaborates closely with functional leads, Sales, and Customer Relationship Managers. 

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Responsibilities 

• Oversee and enhance customer service standards, ensuring a consistent, high-quality customer experience.
• Lead the service team, identifying and addressing skillset gaps, providing training and mentoring to foster growth and efficiency.
• Liaise closely with customers, managing escalations, attending on-site meetings, and maintaining strong, positive relationships.
• Assist in scoping projects, contributing to agreement amendments/renewals, and ensuring alignment with customer expectations and company capabilities.
• Work closely with sales and procurement to support service offerings, acting as a key liaison for service-related aspects below the Sales and Customer Relationship Manager tier.
• Monitor, report on, and ensure adherence to SLAs, KPIs and other service metrics, implementing strategies to address any performance gaps.
• Drive the optimisation of processes, tooling, and platforms, evaluating and incorporating new technologies to enhance Service Delivery and efficiency.
• Manage resources effectively, ensuring optimal team alignment with customer needs and project demands.
• Participate in strategic planning and implementation, aligning Service Delivery with broader business objectives.
• Adhere to and champion CorpCloud’s policies, processes, and cultural values, embedding these principles in all aspects of Service Delivery.
• Developing and delivering detailed reporting, for both internal review and customer stakeholders on a regular and defined cadence.
• Lead performance counselling activities and conversations, in line with company policy and procedures, and support all related HR activities, including, performance management, disciplinary meetings, performance improvement plans, regular feedback and check-ins, coaching and mentoring, performance reviews, and growth and development plans.

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Demonstrated Skillset

• Strong leadership capabilities, with experience in leading, training, and mentoring a service-focused team.
• Technical proficiency across enterprise IT systems, including networking, cloud, and on-premise solutions, underpinned by a high-level understanding of IT Service Management principles (preferably ITIL certified).
• Excellent communication and relationship management skills, capable of engaging with diverse stakeholders, managing conflicts, and fostering customer loyalty.
• Proven ability in project management, familiar with methodologies like PRINCE2, Agile SCRUM, or Kanban, demonstrating the ability to scope, plan, and execute projects aligned with customer needs.
• Strategic thinking and operational efficiency focus, with a track record of process optimization and effective resource management.
• Experience with IT support platforms and tools, ensuring the team is equipped with the necessary resources to deliver outstanding service.