Service Delivery Manager

Company description:

At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world.

Job description:

Service Delivery Manager

The opportunity

Oceania Technology Operations (Tech Ops)

The Service Delivery Manager (SDM) is responsible for the day-to-day delivery of managed services to clients across the Oceania region. The role acts as the primary operational contact for clients, ensuring services are delivered in line with agreed scope, service levels, and commercial arrangements. The SDM works closely with technical teams, senior stakeholders, and clients to maintain service quality, manage incidents, and identify opportunities to grow the engagement.

This role is based in Warrang - Sydney. Our roles can potentially be adjusted to work flexibly with reduced hours. Please speak with us about potential options.

Your key responsibilities

• Duration is 3 months with potentially the option to extend as Tech Ops team grows
• Onshore resource - required for Government contracts
• Baseline or above security clearance (preferred, not a deal breaker for the short term)
• Ability to work after hours when needed (support client releases, incident management etc.)
• Support on-call activities up to 2 weeks a month (preferred, not a deal breaker in the short term)

Daily Operations

• Manage day-to-day client contact and act as the primary operational point of contact
• Monitor incoming client tickets and issues, ensuring timely triage and response
• Produce monthly operational and service reports as required
• Escalate operational risks and issues requiring management attention
• Support incident management, including coordination and client communications
• Take ownership of critical client issues, including rare after-hours support
• Prepare incident reports and post-incident documentation

Account Maintenance

• Track consumption of support hours against retainer limits
• Manage engagement economics and financial performance with senior support
• Prepare, submit, and track client invoicing and payment follow-ups
• Complete service quality and compliance reporting as required

New Business and Growth

• Identify and upsell opportunities from the Managed Services Service Catalogue, including overage
• Support the preparation of proposals, estimates, and pitch materials for new and existing clients

What we offer you

At EY, we'll fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. We're proud to be recognised as the #1 WORK180 Endorsed Employer in the Top 101 Employers for Women 2026. Learn more.

• Career development: At EY, your career is yours to shape! We'll develop you with future-focused skills and equip you with world-class experiences ey.com/au/careerdevelopment
• Flexible work arrangements: Our flexible work policies empower you to balance your professional and personal life, fostering a culture of trust and autonomy.
• A comprehensive benefits package: From a yearly wellness incentive, to access to additional 8 weeks of flex leave per year, and family-friendly policies, including up to 26 weeks of gender-neutral paid parental leave, we cater to your diverse needs to help you thrive both personally and professionally www.ey.com/au/benefits
• Salary: We offer a competitive salary which is open to negotiation pending on skills and experience.

Acknowledgement of Country

EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia. We pay our respects to their cultures, and to their Elders — past, present, and emerging. Find out more about our vision for reconciliation at ey.com/en_au/careers/indigenous

Inclusiveness is core to who we are and how we work together, driving value for our people and for our business. We encourage applications from people of all ages, nationalities, abilities, cultures, sexual orientations, and gender identities and are committed to providing an equitable and barrier free recruitment experience for all. We encourage you to share any support and adjustments you need to be your best and participate equitably in our recruitment process. We understand sharing your needs with us can be daunting, so if you have questions before or during your application, we welcome you to get in touch at ***************@au.ey.com or +61 3 8650 7788 (option 2). Anything you tell us will be kept completely confidential.

Are you ready to shape your future with confidence? Apply today.

Profile description:

EY | Building a better working world 

Our preferred applicant will be required to undertake employment screening by EY or our external third-party provider.

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