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Compnow

Service Delivery Manager

🗓️ Posted 2026-08-14 Australia Permanent ICT

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Based on similar roles (title + domain + location).

About the Company

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. 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.

Responsibilities

  • ● 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.

Requirements

  • ● Previous experience in a Service Delivery Manager or similar role. MSP experience is highly desirable.
  • ● 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).
  • ● Travel on-site to our office in Notting Hill and client sites.
  • ● Must be an Australian resident available to work full time without restrictions.

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