Service Delivery Manager - Onsite
On-siteNorth Sydney, New South Wales, Australia
Job Summary
Manage ICT technical team members and maintain a strong service delivery culture at a Christian College in the Greater Western Sydney area. Lead daily incident, change, problem, and event management while balancing service quality, commercial outcomes, and team wellbeing. Develop, mentor, and motivate staff through performance conversations and career progression, ensuring psychological safety and sustainable workloads. Establish rapport with management and clients to negotiate requirements and drive continuous improvement using ITIL processes. This onsite role supports NetStrategy's 35-year track record in the Australian K-12 education sector, where technology is treated as an enabler rather than the core business.
Required Qualifications
- Proven people leader with experience developing, mentoring, and motivating technical teams
- Strong communicator who builds trust with staff and stakeholders at all levels
- Customer-focused mindset, able to balance service quality, commercial outcomes, and team wellbeing
- Calm under pressure, able to manage incidents, competing priorities, and escalations effectively
- Accountable and outcomes-driven, with a focus on continuous improvement
- Collaborative leader who fosters a positive, inclusive, and high-performance culture
- Strong interpersonal and communication skills; capable of negotiating requirements with clients and managing staff to achieve the required outcomes
- Proven experience with practical service delivery management including Service Management tools
- An ability to establish rapport, maintain, and build relationships with team members, clients including management level
- Real world experience with ITIL processes including such as Change Management, Problem Management, Incident Management, Event Management, and Service Level Management
- An ability to develop meaningful reporting, and detailed analysis
- Broad understanding of IT infrastructure and support environments, such as: end-user computing and service desk operations
- Broad understanding of IT infrastructure and support environments, such as: Microsoft 365, Azure / cloud services
- Broad understanding of IT infrastructure and support environments, such as: Networks, servers, and core infrastructure concepts
- Ability to engage confidently with engineers, understand technical risks, and challenge assumptions
- Demonstrated experience coaching and developing technical staff with the ability to set clear expectations, conduct performance conversations, and support career progression
- Experience building engaged, resilient teams, particularly in high-demand support environments
- Commitment to psychological safety, wellbeing, and sustainable workloads
- Ability to adjust priorities and tasks based on customer needs and management direction
- Manage time effectively, meet deadlines and achieve established goals and objectives
- Maintain knowledge of technologies and seeks out personal training to develop skills
- Applications open to those with full Australian Work Rights
Desired Qualifications
- Experience with ConnectWise or in Independent Schools would be an advantage
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