Service Delivery Manager (Managed Services)

• Join a customer-focused MSP driving transformation and growth through technology

• Work with a diverse portfolio of customers and senior stakeholders across a leading managed services business

• Be part of a collaborative, supportive team that values partnership, innovation and shared success

• Hybrid and flexible work arrangements – Macquarie Park location

About Us

At Canon Business Services, we're a technology solutions partner for ambitious organisations, providing end-to-end technology, managed services, cloud, cyber security, consulting, modern workplace, network, voice, and digital transformation solutions. Across Australia, New Zealand and the Philippines, we help customers move past roadblocks, embrace opportunities and achieve real business outcomes through smart technology, business process and workplace solutions. By combining deep expertise with a focus on outcomes, we help organisations move faster, work smarter and unlock what's next.

What makes CBS different is our people and our solutionist mindset. We don't jump to quick fixes, we look deeper, ask the right questions and work closely with our customers to solve what really matters. Through our Truly Care approach, we listen with curiosity, plan with expertise and deliver with efficiency, building trusted partnerships that create lasting value and real results.

About the Role

Acting as the primary link between our customers and operational delivery teams, you will be responsible for ensuring service excellence, driving customer satisfaction and fostering strong strategic relationships across a portfolio of managed services customers. This role plays a critical part in ensuring the successful delivery of managed services across a portfolio of customers. Working closely with Account Managers, operational teams, project teams and customer stakeholders, you will drive service excellence, lead governance activities, oversee service performance, and identify opportunities for continual improvement. The position is responsible for building strong customer partnerships, managing escalations and ensuring services are delivered in line with contractual commitments and business objectives.

Scope of the Role

• Managing customer relationships at both operational and strategic levels.

• Facilitating service reviews, governance forums, reporting meetings and quarterly business reviews.

• Monitoring service delivery performance, SLA achievement, customer health and risk management activities.

• Acting as an escalation point and coordinating resolution of customer and service delivery issues.

• Analysing service trends and performance data to identify improvement opportunities and proactive actions.

• Supporting onboarding and transition of new customers and services into support.

• Collaborating with internal technical teams, vendors and business stakeholders to deliver exceptional customer outcomes.

About you

You are a relationship-driven Service Delivery professional with a passion for customer success and continuous improvement. You have the confidence to engage with stakeholders at all levels, the commercial awareness to understand customer needs and the ability to influence outcomes in a complex managed services environment. You thrive in collaborative environments, enjoy working across diverse teams, and bring a proactive approach to problem solving and service improvement. Key Skills and Experience include:

• Proven experience in IT Service Management and service delivery leadership

• Extensive experience managing customer relationships within a managed services or outsourced IT environment

• Strong stakeholder engagement, communication and relationship management skills

• Experience facilitating service reviews, governance meetings and executive-level discussions

• Ability to manage escalations, competing priorities and multiple customer accounts effectively

• Strong reporting and analytical skills, with the ability to translate operational data into meaningful business insights

• ITIL Foundation certification (or equivalent experience)

On Offer

In return, you'll join a high-performing and collaborative team where your contribution is valued and your ideas are heard. You'll have the opportunity to work with a broad customer base, build meaningful relationships, and play a key role in delivering exceptional service outcomes. When you join CBS, you'll be part of a business that invests in your growth and development. You'll have the opportunity to work alongside talented experts, contribute to meaningful outcomes for customers and take on new challenges that help you build your career. Together, we're creating smarter solutions, delivering real results and making a genuine impact for the organisations we support. Benefits include but not limited to:

• Free access to onsite parking and gym facilities

• Bonus Leave including Birthday leave, Canon Day leave, Kyosei Day

• Training and development opportunities to help you bring your goals to life

• Wellbeing benefits, including everything from discounted health insurance to flu vaccines to confidential counselling

• Canon products offered at discounted rates

• Novated car lease

• Education assistance to support the cost of any external training that gives you new skills for your job

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer focused on strengthening our inclusive culture, all applicants will be considered and we welcome applications from people of all ages, cultures including Aboriginal and Torres Strait Islander peoples, abilities, religious beliefs, national origin, sexual orientation and gender identities. Benefits/perks may vary depending on the nature of your employment with Canon Group and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

Looking to join this diverse team? Apply online now.

Successful applicants will be notified of next steps.