Service Delivery Manager - Managed Services (MSP)

Systima is a growing Managed Services Provider (MSP) with offices in Melbourne and Sydney. We support clients across a wide range of industries, delivering technical solutions with a focus on reliability, performance, and great service. We're now looking for a senior-level engineer to join our Sydney team as a technical go-to for advanced support and future project delivery.

We are looking for a Service Delivery Manager to make sure services are being seamlessly delivered to a portfolio of our clients, and to grow those accounts by identifying and closing upsell opportunities. You will be the client’s main point of contact — responsible for satisfaction, communication, service reporting, contract currency and invoicing across your portfolio. 

This role suits someone who can hold a genuine, long-term relationship with a client while also being comfortable with the commercial side — contracts, rates, invoicing and pipeline. Client retention above 90% and client satisfaction above 85% is how we measure this role working. 

• Owning client satisfaction, reporting and communication for an assigned portfolio 

• Overseeing delivery of client projects and IT direction/roadmapping conversations 

• Managing escalation of hard conversations with clients 

• Overseeing invoicing and contract management for your accounts 

• Upselling additional services and managing pipeline within your existing client base 

• Conducting risk assessment across services, SLAs, client stability and client fit 

• Coordinating onsite resourcing, staff augmentation and related timesheets 

• Working closely with Solutions, Projects, Service Desk and Procurement to keep the client experience seamless 

• Ability to build rapport with clients and team members 

• Self-motivated, with a strong understanding of business and the drive to grow revenue 

• Comfortable taking responsibility for client engagements, including the hard conversations 

• Great written and verbal communication 

• Several years’ experience in a client-facing service delivery, account management or similar role, ideally in IT services or an MSP 

• Experience with a PSA/ticketing platform, CRM or contract management system 

• ITIL Foundation or equivalent service management training 

• Project or programme management exposure, such as PRINCE2 

• Experience managing a portfolio of clients rather than a single account 

• Competitive salary, reviewed annually 

• Genuine ownership of your own client portfolio 

• A clear growth path as the account management function scales 

• A supportive team that documents things properly, so you’re not left guessing what was promised to a client 

Apply through Seek with a current CV. Applications are reviewed as they arrive and we move quickly on strong candidates.