Service Delivery Manager

WHAT YOU'LL LOVE DOING

Our Service Delivery Team is dynamic, collaborative and committed to excellence. As our Service Delivery Manager, you’ll play a key role in owning the client experience across a defined portfolio of accounts. This role is ideal for someone who enjoys working with people, managing variety and taking accountability for service outcomes. You’ll drive service performance, lead governance conversations, manage escalations and ensure our partners and their customers receive exceptional service.

Your main responsibilities include:

• Owning the service delivery relationship for your assigned portfolio of clients, acting as the primary point of accountability for their service experience
• Leading governance conversations with clients, including monthly service reviews and QBRs, while presenting service performance clearly and driving accountability for open actions
• Managing SLA performance and service outcomes across your portfolio, understanding why targets are met or missed and coordinating the right actions to improve delivery
• Managing client escalations and service recovery, including complaints, major incidents and formal responses, with clear communication and calm ownership
• Coordinating with technical teams and practice leads to resolve service issues, support escalations and ensure clients remain informed throughout
• Driving continuous service improvement by identifying improvement opportunities, coordinating with technical teams and tracking outcomes for assigned clients
• Supporting commercial and contract-related queries including scope changes, billing questions and contract clarifications, escalating material decisions when needed

If you have excellent communication skills, strong client relationship instincts and love taking ownership of service outcomes, we want to meet you.

Ultimately, you will drive our service delivery efforts to achieve exceptional outcomes for our partners and their customers across Australia.

SKILLS & EXPERIENCE

• 3-6 years' experiencein service delivery, IT account management or a similar client-facing managed services role. You understand what great service delivery looks like in an MSP, professional services or technology environment.
• Strong understanding of ITSM and SLA frameworks, including service reporting, SLA targets and incident priorities such as P1/P2/P3/P4.
• Experience managing client relationships at a governance level. You’re comfortable engaging with clients and partners in structured service reviews, QBRs and performance conversations.
• Confident handling escalations and service recovery, including client complaints, major incidents and formal responses.
• Commercial awareness, with an understanding of scope changes, billing queries, contract commitments and service performance impacts.
• Strong stakeholder communication skills. You can explain service performance, risks, and technical issues clearly to both technical and non-technical stakeholders.
• Comfortable using ITSM, reporting and collaboration tools, such as Freshservice or similar platforms, Microsoft Office, Teams and Excel.
• ITIL 4 Foundation, Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900), or similar certification would be advantageous.

ABOUT YOU

• Core alignment with Insentra values #HITACES. 
• Motivated for success 
• Positive attitude and love to be part of a team 
• Aptitude to learn and drive to build a career at Insentra 
• Strong analytical problem solving and interpersonal skills and the ability to perform under pressure 
• Can work with a team to build a process, not just follow one 
• Strong verbal and written communication skills
• Knowledge of AI and how to apply it in your role to be as efficient as possible 
• Hard-working, motivated, proactive and enthusiastic 
• Self-starter able to complete tasks with minimal instruction and supervision 
• Understands that 9-5 isn’t always normal, and willingness to go the extra mile!

Why work with Insentra?

ONE TEAM ONE DREAM

We want innovators to join us no matter their time zone. We are one global team working towards the goal of becoming the #1 Channel Services Partner in the world. We Dare to be Different and celebrate those differences every day. We are a flexible workplace looking for passion and innovation in our crew. We are here to support your career growth and challenge you to be the best version of yourself because together we are many and can achieve anything we set our minds to.

HITACES

We have a core set of values defining our work and company culture. We live our values of Honesty, Integrity, Trust, Accountability, Celebration, Efficiency and Service Excellence (HIT ACES) internally and with our partners and their clients. We create an outstanding work environment for our crew and aim to be the best versions of ourselves while loving the work we do. At the core of everything we do is ONE TEAM ONE DREAM. The heart of our culture is created by our Crew.

INSENTRA CREW

The heart and soul of our business is our people. We care deeply for our crew's well-being and their professional and personal growth. We are deliberate and self-reflective about the kind of crew and culture we are building, and we seek innovators who care about supporting each other's growth.

We provide support and access to career-development resources and certifications to expand your skills and enhance your expertise along your career journey. We believe in a diverse and inclusive community of belonging. We empower you to bring your unique ideas to the table and act on them. We value diversity in both backgrounds and experiences. Technology and innovation are universal drivers, and we need people from all backgrounds to help reach our goals. Our crew are empathetic, caring and supportive.

Diversity and Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our crew are people with different strengths, experiences and backgrounds who share a passion for improving the status quo. All our crew's points of view are key to our success, and inclusion is everyone's responsibility.

FLEXIBILITY

We recognise the importance of your life outside of your job. We believe that innovation can happen anywhere and our flexible work environment means, where feasible, you choose where you work. We expect our crew to be accountable for their work and to set their own schedules while taking our clients' needs into consideration. We collaborate and celebrate across time zones because, no matter your geographic location, your success is Insentra's success.

PARTNEROBSESSED

Since 2010 we have grown a channel services business delivering across 27+ countries exclusively through the partner channel. We do not compete with the people we serve and we are always thrilled to take them an opportunity we found. That is why doors open for us, and it is the credibility you carry into every conversation. We are Certified as a Great Place to Work, and we are part of Turnium Technology Group (TSXV: TTGI), with US and UK operations and a growth story driven by the Microsoft suite of solutions, AI and security demand.

LOCATION

Remote, located in Australia.