service delivery manager in Brisbane CBD

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job details

brisbane cbd, queensland
job category
Information Technology
job type
reference number
shona morrin, randstad
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job description

Randstad are currently working with a well-known Government organisation to find a Service Delivery Manager to join their team for a 3 month fixed-term contract with an immediate start.

The Role:

You will:

  • Manage service delivery to clients in line with Service Level Agreement KPI’s ensuring the achievement of business growth and client satisfaction.
  • Establish and maintain strong relationships with key client representatives including developing a strong understanding of your client’s organisation and business direction.
  • Participate in the development, implementation and management of Service Level Agreements and contracts.


  • Proactively monitor client service and satisfaction levels through participation at regular client review meetings and the effective management of client expectations.
  • Contribute, in conjunction with the Service Operations Manager and Client Relationship Manager, to the development of strategic client plans.
  • Liaise with the Service Delivery areas to effectively communicate changes to Service Level Agreements and discuss and resolve problems related to client proposals, service delivery and continuous improvement.
  • Manage the communication of Service Level Management information within an IT Infrastructure Library (ITIL) Service Delivery Framework.
  • Participate in projects associated with service delivery ensuring that assigned project activities are completed within agreed timeframes, to cost and meet client and stakeholder expectations.
  • Coordinate the service recovery process in the event of a service failure, by managing the involvement of all the departments resources and provide after-hours support for escalation as required.
  • Ensure the accurate and timely billing of all service charges related to the position’s allocated clients.

Necessary Requirements:

We will assess your merit for this role by looking at the knowledge, skills and experience you have gained, along with your potential for development and your personal qualities. We will consider how well you:

  • Demonstrate skills in undertaking analysis and making accurate conclusions based on evidence and your ability to identify and implement improved work practices.
  • Demonstrate experience in completing tasks and working within agreed priorities achieving quality outcomes.
  • Display the ability to build and sustain positive relationships with team members and clients in a fast changing environment.
  • Demonstrate high level communication skills and the ability to tailor your communication style and messages accordingly

Skills Framework for the Information Age (SFIA) relevant to this are:

SLMO – Level 4

CSMG – Level 4

RLMT – Level 4

USUP – Level 4

CNSL – Level 5

Interested? Apply Now!

Please send your updated CV by clicking ‘Apply Now’ and following the prompts or sending your updated CV to

Only successful applicants will be contacted.


Service Delivery Manager


Relevant degree/experience