Service Delivery Manager

We are looking for a Service Delivery Manager to own the day-to-day relationship and drive exceptional service delivery for a portfolio of managed services clients. You’ll be the trusted advisor, the escalation point and the person who helps us grow with our clients.

About Idea 11

Idea 11 is an Australian-based, award-winning, full-stack IT consulting and managed services company specialising in cloud. We are a values-driven organisation with a strong focus on delivering high-quality outcomes for our clients, while building a high-performing, collaborative, and supportive team environment.

About the Role

You’ll work closely with our Head of Customer Success, Account Executives and engineering teams to:

• Ensure contracted SLAs are met or exceeded
• Eliminate delivery risk before it becomes an escalation
• Build the kind of trust that opens the door to future opportunities
• Identify where Idea 11 can add value beyond the current scope of work
• Drive continuous improvement of service delivery across your portfolio and beyond

You will play a key role in how our clients experience Idea 11 day to day.

Key Responsibilities

• Own the day-to-day relationship for your portfolio, acting as first point of contact for managed services escalations and queries
• Provide operational leadership and oversight of each client’s in-scope environment, ensuring delivery compliance and contracted reporting
• Ensure all contracted SLAs are met or exceeded, and act quickly when they’re at risk
• Identify and progress upsell and expansion opportunities within your accounts, working alongside our Account Executive team on commercial terms
• Apply ITIL best practice across incident, problem, and service management; lead process reviews as required
• Establish and own Service Improvement Plans (SIPs) where needed, seeing identified actions through to completion
• Partner with engineering teams on Post Incident Reviews (PIRs) and ensure resulting actions are completed
• Identify client risk early and work with the customer toward practical, satisfactory mitigation plans

What You’ll Bring

Core Experience

• Proven experience within a commercial Managed Services (MSP) or IT consulting environment
• A track record managing a portfolio of client relationships, including escalations and service performance

Your Capability & Approach

You will be:

• Comfortable operating at senior stakeholder level, building trust and credibility with client leadership
• Skilled at facilitating difficult conversations and resolving escalations calmly
• Continuous improvement focused – willing to be involved in driving the service delivery practice forward
• Commercially minded – able to spot and progress opportunities within an account without overstepping into pure sales
• Experienced with ITIL knowledge and hands-on ITSM processes (incident, problem, and SLA management)
• Comfortable working within, or helping shape, reporting and service workflows, including running Service Improvement Plans
• Highly proactive with a strong ownership mindset – you see problems through to resolution rather than waiting to be told
• Calm, decisive, and direct – able to have honest conversations without damaging the relationship

Requirements

• Australian Citizen or Permanent Resident
• Brisbane CBD based (with flexible WFH arrangements)

Why Join Idea 11?

• A values and culture-driven company with a supportive team environment
• Flexible working arrangements, including WFH
• Company-funded certifications, pass or fail
• An opportunity to help build the standards and playbook for a growing delivery function – not just execute someone else’s
• Regular social events, recognition, and career development opportunities
• Paid parental leave on top of Government payments
• Open access to leadership and a technically strong management team
• Structured onboarding and support from day one

Final Note

You’ll be successful in this role if you enjoy working closely with clients, solving problems before they escalate, and helping shape how a growing delivery function operates.

Strictly no recruitment agencies.