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.