The Service Delivery Manager is responsible for the delivery of customer and internal projects across Auatralia, New Zealand and Southeast Asia. This includes, scoping, planning, hand-over, and post implementation support.
Role and Responsibilities of Service Delivery Manager
- Manages end-to-end project lifecycle from planning to delivery and post-implementation support.
- Coordinates resources, manages budgets, and tracks project timelines.
- Ensures customer satisfaction and aligns outcomes with business goals.
- Facilitates smooth project handovers and conducts lessons learned reviews.
- Oversees project scope, scheduling, and resource allocation.
- Delivers projects remotely or on-site, supporting go-lives and training.
- Maintains project tracking and provides regular status updates.
- Ensures projects stay within scope, budget, and timeframes.
- Scopes new projects with the Practice Manager.
- Assists in preparing quotes and proposals.
- Facilitates customer handover and conducts post-project reviews.
- Documents lessons learned to improve delivery.
Technical and Competencies Required
- Strong project management and SaaS platform knowledge.
- Excellent communication, leadership, and stakeholder management skills.
- Analytical problem-solving and ability to manage multiple priorities.
- Proficiency in project tools and understanding of system integrations.
Qualifications and Experience
- Bachelor’s degree or equivalent experience.
- Formal project management certification preferred.
- Over 3 years of project management or implementation experience.
- Customer-facing experience with a service delivery focus.