Service Delivery Manager - Managed Services (MSP)

🏢 About Systima

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.

🎯 About the Role

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.

🛠 What You Will Be Doing

• 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

💼 What You Will Bring

• 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

📋 Nice To Have

• 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

📢 What We Offer

• 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

📝 How To Apply

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