Service Delivery Manager

About Us

Astral Pty Ltd is a rapidly growing, service-driven leader in Information Management. We pride ourselves on our ability to meet customer demands through the quality and dedication of our people. With ASX100 clients based worldwide, we are expanding and have an exciting opportunity for an experienced Service Delivery Manager to join us and lead a team of information management consultants who are providing managed services to a range of clients.  

About the Role

You will be part of a cross-functional Services Delivery team where you will be responsible for overseeing the day-to-day operations of the managed services team, ensuring that client requirements are effectively managed, maintained, and supported. You will play a key role in driving the success of client relationships, ensuring operational excellence, and leading a team of technology professionals to meet and exceed performance expectations.

To be successful in the role, you will have 10+ years of relevant technical experience in Information Management, cloud services or enterprise content management. You will also have 3+ years of experience leading teams, interfacing with clients and delivering against Service Level Agreements (SLAs) within a managed services setting.

What You Will Be Doing

As a Service Delivery Manager, you will:

• Lead, mentor, and manage a team of information technology consultants 
• Ensure the smooth operation of client systems, including proactive monitoring, issue resolution, and support delivery.
• Support the onboarding of new Astral Managed Service customers including alignment of processes, integration of tools and systems and engagement with customer operations and service management teams.
• Follow, refine and implement best practices for managed services, IT support, and customer service.
• Act as the primary point of contact for client escalations, providing timely and effective resolutions.

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• Manage the financial, budgetary, and resource management, ensuring successful planning, scheduling, and delivery of services.
• Function as the intermediary between the Astral’s management team and the client’s programme directors and sponsors to ensure SLAs are met.
• Conduct regular performance reviews, coaching, and training to ensure continuous team development.
• Drive process improvement initiatives and optimise service delivery workflows.

What You Need to Have

Must Haves

• Relevant degree(s).
• 10+ years' experience working in Information Technology, cloud services or enterprise content management.
• 5+ years’ experience in implementing, operating and improving ITIL-aligned processes (Incident Management, Problem Management, Change Enablement, Service Request Management and Knowledge Management).
• Strong working knowledge of ITIL principles.

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• Experience with service desk operations, and service management platforms such as ServiceNow, FreshService, FreshDesk.
• 3+ years’ experience managing service delivery/support teams and clients.
• Able to understand technical solutions at short notice and present confidently in a client environment.
• Experience in financial, budgetary and resource management.
• Sound understanding and experience in implementing and managing to SLAs, KPIs, and performance metrics within managed services, coupled with excellent problem solving, process and analytical skills.
• Personable with proven stakeholder engagement skills to influence, network and build effective relationships.
• Right to work in Australia (potential for longer term sponsorship moving forward).

Important to Have

• Experience in Information Management, Records Management, cloud services. enterprise content management, or document and workflow automation and related technologies.
• Ability to work proficiently in a team environment.
• Strong written and verbal communication skills to engage stakeholders at varying levels of seniority. 

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• A strong drive to understand and use the technology available to deliver the designed solution.
• Experience and interest in continuous process improvement.

What We Offer You

• A competitive salary and the opportunity to make your mark in a growing and successful organisation.
• The opportunity to work on a range of projects, from interesting to complex.
• Investment in your continuous professional development, which includes business courses and technology certifications.
• Great supportive team environment.

Next Steps

If you meet the above criteria and would like the opportunity to be part of a hardworking but fun team, then please submit with your application with a covering letter as to the reasons why you would be a valuable addition to the team by the end of day on 06/03/2026. Whilst we appreciate the time and effort that you have taken to prepare and submit your application for this role, we advise that, in this case, only short-listed applicants will be contacted.