Lead service excellence. Develop high-performing teams. Deliver exceptional client outcomes.
We're looking for an experienced Service Delivery Manager to join our Sydney CBD team and lead service performance across a diverse portfolio of managed clients.
This is a hands-on leadership role where you'll take ownership of service delivery, coach and develop engineers, strengthen client relationships, and drive continual improvement across people, processes, and performance.
Working closely with technical, projects, and account management teams, you'll play a key role in ensuring clients receive outstanding service while helping shape the future of service delivery within a growing national MSP.
Who We Are
With over 20 local branches supported by a strong national presence, efex is one of Australia's leading IT and digital services providers. We deliver right-sized IT, print, communications and cloud solutions that help businesses work smarter, simpler, and more efficiently.
Our culture is approachable and business-focused. We speak in plain language, build genuine relationships, and always put people first, both our clients and our team.
The Role
We're looking for an experienced Service Delivery Manager to join our Sydney team on a full-time basis.
You'll take ownership of the operational success of your client portfolio, ensuring exceptional service delivery while leading a high-performing technical team.
In this role, you will:
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Lead day-to-day service delivery across a portfolio of managed service clients.
- Monitor, measure and improve SLA performance, service quality and customer satisfaction.
- Act as the senior escalation point for complex service issues, ensuring timely resolution and positive client outcomes.
- Coach, mentor and support engineers to build a collaborative, accountable and high-performing team.
- Analyse service metrics, trends and client feedback to identify opportunities for continual improvement.
- Ensure accurate reporting across SLA performance, utilisation, timesheets and operational metrics.
- Partner closely with technical, project and account management teams to deliver a seamless client experience.
- Build trusted relationships with clients through proactive communication and regular service reviews.
About You
You'll thrive in this role if you have:
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Demonstrated leadership experience within an MSP or IT service delivery environment.
- Strong knowledge of ITIL principles, incident management and service delivery best practice.
- A proven ability to improve operational performance while maintaining excellent customer outcomes.
- Strong leadership skills with the ability to coach, mentor and motivate technical teams.
- Excellent communication and stakeholder management skills across both technical and business audiences.
- A proactive, organised and solutions-focused approach.
- Experience using PSA platforms such as Salesforce, ConnectWise, Autotask or similar.
What We Offer
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Competitive salary that recognises your experience.
- Genuine autonomy to influence service delivery and operational performance.
- A supportive, down-to-earth culture where collaboration matters.
- Birthday Leave to celebrate your day.
- Wellbeing Leave, allowing you to use up to two days of your personal leave each year to focus on your wellbeing.
- Ongoing professional development and clear pathways into senior leadership and broader service operations roles.
- The opportunity to make a meaningful impact within a growing national technology business.
Why Join efex?
This is more than a management role, it's an opportunity to influence how service is delivered, develop high-performing teams, and build lasting client partnerships.
You'll have the autonomy to make decisions locally while being supported by the resources and expertise of a national organisation. If you're passionate about leading people, driving continual improvement, and delivering exceptional client outcomes, we'd love to hear from you.
Apply now.
Please note: All shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.
Please visit https://www.efex.com.au for more information
