Service Delivery Manager

Are You the Type of Service Delivery Leader Who Still Enjoys Getting Your Hands Dirty?

We’re partnering with a growing financial services organisation investing heavily in technology while preparing for its next phase of growth, including acquisition activity.

This isn’t a traditional Service Delivery Manager role where success is measured by dashboards and governance meetings.

The CTO is looking for a leader who genuinely lives and breathes support.
Someone who can coach a team, build relationships across the business, improve service standards and, when required, sit beside an engineer and help solve a problem.

This role is particularly suited to leaders who have built their careers within SMB, mid-market businesses or Managed Service Providers, where service delivery leaders are expected to wear multiple hats and directly influence outcomes.

This Role Is Likely NOT For You If:

• Your recent experience has been limited to managing large enterprise service management functions.
• You prefer process ownership over people leadership and operational improvement.
• You’ve spent most of your career operating within heavily siloed support structures.
• You’re looking for a role focused solely on reporting, governance and stakeholder meetings.

About the Role Reporting directly to the CTO, you’ll lead a national support function spanning Service Desk, Desktop Support and Application Support.
The majority of the team is Brisbane-based, with additional staff located interstate and overseas.

You’ll periodically travel to connect with regional team members and maintain strong engagement across the broader function.

You’ll play a pivotal role in helping the organisation mature its support capability by improving processes, building accountability, enhancing customer engagement and introducing pragmatic service management practices.

Key responsibilities include:

• Leading, mentoring and developing the support team
• Improving user engagement and stakeholder relationships
• Driving adoption of support processes and ticketing disciplines
• Uplifting ticket logging, categorisation and reporting capabilities
• Building the foundations of Problem Management
• Identifying recurring issues and reducing business disruption
• Managing escalations and service performance
• Developing a customer-first support culture
• Supporting the business through growth and future acquisition activity
• Partnering closely with leadership to improve service delivery outcomes

What They’re Looking For This role will suit someone who has spent most of their career within organisations of approximately 200-900 employees, MSPs, or mid-market businesses where adaptability and ownership were essential.

You’ll likely bring experience from organisations that have:

• Experienced rapid growth or transformation
• Completed acquisitions, mergers or integration activities
• Scaled support functions to support increasing business demands
• Operated within agile, fast-moving environments
• Built service maturity without creating unnecessary bureaucracy

You’ll also bring:

• Leadership experience across Service Desk, End User Computing, IT Support or IT Service Delivery
• Experience supporting 200-1,000 user environments
• A hands-on approach to leadership
• Strong stakeholder engagement skills
• A continuous improvement mindset
• Experience driving operational and service maturity
• The ability to influence outcomes through relationships rather than process alone

What’s Important The CTO isn’t looking for someone who hides behind ITIL.
They want someone who understands the value of service management but knows when to be pragmatic.

Someone who can balance process with people.

Someone who can provide support, coaching, accountability and leadership while building genuine buy-in from users and stakeholders.

Most importantly, they’re looking for someone who has stayed long enough within organisations to help drive meaningful outcomes and see transformational initiatives through to completion.

Why Join?

• Report directly to the CTO
• High visibility and influence across the organisation
• Opportunity to shape the support function during a growth phase
• Help drive acquisition and integration success
• Lead a customer-centric support environment
• Modern Microsoft technology stack
• Brisbane-based leadership opportunity

Important This opportunity has been designed for leaders who have built their careers within SMB, mid-market or Managed Services environments.
Candidates whose experience has been primarily gained within large enterprise organisations may find the scope, pace and hands-on nature of the role significantly different.

For a confidential discussion, contact Jareth on 0412 540 973 or joades@humanisedgroup.com.au