Service Delivery Manager

About The Role

An excellent opportunity exists to join Kinetic IT and play a key role in delivering services for one of our major customers. As Service Delivery Manager, you’ll be accountable for end-to-end service performance and delivery, ensuring contractual commitments are met while driving continuous improvement across Service Desk and Desktop/Field Services.

• Build and maintain strong relationships with customer stakeholders, acting as their trusted advisor

• Ensure high levels of service delivery performance, aligned with contractual SLAs and KPIs

• Drive service reviews, reporting, and improvement initiatives

• Manage commercial obligations, including forecasting, reporting, contract adherence and run governance meetings

• Collaborate closely with internal teams to resolve issues, plan enhancements, and ensure smooth service

• Champion a culture of accountability, continuous improvement, and operational excellence

What you’ll bring to the table:

• You're a confident communicator and a proactive leader with a strong sense of ownership. You excel in managing customer relationships, understand the technical landscape well enough to influence outcomes, and keep a sharp eye on commercial performance.

• Proven experience in service delivery, account management, or operational leadership roles within IT managed services.

• Deep understanding of service management frameworks (ITIL) and the management of ITIL driven service desk environments.

• Experience managing SLAs, reporting frameworks, and service improvement plans.

• A passion for customer success, team collaboration, and continuous service improvement.

About Kinetic IT

Kinetic IT is a leading Australian IT services provider specialising in Intelligent Workplace, Cloud, Cyber Security, Digital Infrastructure and IT Service Management. We are unlocking the potential of technology to enrich lives of Australian communities.

For more than 25 years, we’ve partnered with some of Australia’s most important organisations, helping them deliver essential services relied upon by our communities including government, critical infrastructure, education, law enforcement, defence, emergency services, utilities, and transport.

Be You, Create the Future

At Kinetic IT, we’re driven by a shared passion for technology, customer success, and community impact.

With over 1,500 talented people working across Australia, we deliver world-class capabilities with a local touch – helping shape the future of tech, here and beyond.

We value individuality and foster an inclusive culture where you’re safe to be your best, real self. We tackle challenges together, celebrate success together, and make sure everyone feels valued, supported, and proud of the work they do.

As an equal opportunity employer, we welcome people of all abilities, backgrounds, cultures, and genders. We’re proud to be an Indigenous and Veteran-friendly employer.

The Kinetic IT Difference

• Growth-focused culture – Formal training, mentoring, vendor exam support, communities of practice and regular development reviews.

• Advance your career – Access new roles via our internal ‘Opportunity Marketplace’ careers hub.

• Flex your work – Hybrid options, flexible hours, mobility and part-time roles (customer needs permitting).

• Celebrate together – Social events, cultural celebrations, end-of-year functions and more.

• Wellbeing matters – Health and wellness resources, tailored leave and support options and EAP access.

How To Apply

Work with us as we bring technology to life. Apply today or send your CV direct to careers@kineticit.com.au quoting reference WWREQ0034805.

You can learn more about our culture and crew online at kineticit.com.au.

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