Senior Service Delivery Manager


Location: Sydney

Job Type: Full time



Applicants must be located in Sydney and hold Australian citizenship or Permanent Residency.

About the company

At AC3, our purpose is to make technology real, and as the leaders in secure multi-cloud solutions, we get to do this for our customers every day. We are an Australian owned ICT MSP, with offices in Sydney, Melbourne and Auckland, servicing over 50% of the NSW State Government and over 700 enterprise customers.

We are a growing business with a focus on three technology areas – cloud and infrastructure, cyber security, and software and data integration. We support our customers at every step of their technology journey, from consult, to procure and build, to run, optimise and talent management.

About the role

Our Service Delivery Team provide a delicate balance between being the customer advocate to our internal teams and the AC3 representative to our customers. They are the true masters of translating technical speak to our customers’ language. As a senior member of the team, you are assuming
responsibility for providing consistent, trusted, high quality and cost -effective service delivery.

This role has high customer v isibility, inv olvement and impact. You’ll be working particularly closely with our Customers (internal and external), the Sales, Professional Services and Operational Services teams to provide value and an exceptional experience to your allocated customers.
  • Taking away the worry, overhead and risk of managing the “IT run” so our customer can focus on their business
  • Develop and maintain a strong understanding of your assigned portfolio of customers and their
  • Contracts, and oversee the delivery of services in accordance with our contractual obligations
  • Act as the customer advocate for your assigned customers, and be their business escalation point for matters relating to Serv ice Delivery and Operational Services
  • Proactively form strong relationships with your allocated customer contacts
Essential experience
  • At least 8+ years consistent experience in similar roles, either with an MSP or with larger complex organisations servicing key stakeholders
  • Excellent communication and interpersonal skills, ability to communicate with multiple stakeholders
  • Well-developed negotiation, time management and planning skills
  • Broad knowledge of a range of ICT systems including Private and Public Cloud
  • Working experience with Infrastructure Management Tools
  • ITIL Foundation ITIL v3 certificate or later
  • $136,000 Base + Super + Bonus + Allowances + Benefits
  • Company benefits including discounted lifestyle services such as health insurance, salary packaging, and half-day Fridays once a month!
  • Genuine flexibility and work/life balance
  • Join a fast growing organisation with an awesome culture - #4 Best Places to Work in Australia!
  • Develop your career in structured ITIL environment
  • Fun & Friendly team
  • Convenient Sydney CBD location
  • ASAP start

Being #4 on Australia’s Best Places to Work list, it’s clear that culture is a top priority at AC3. We believe it’s important that everyone is heard and treated with respect, whether you have the next big idea or simply a question. We keep it simple and live by our fours ways of being:
  • Own It: If I say I’m going to do it, I do it. And I give it my all.
  • Better It: I take the current status quo and make it better.
  • Brave It: I listen, say what needs to be said & do the right thing. Especially when it’s tough.
  • Enjoy It: I take my work seriously, but don’t take myself too seriously.
Experience the AC3 way for yourself!

If you are interested in the position and believe that your skill set is suited to the requirements then please put forward your application via the APPLY button.

Every position at AC3 will require to undergo a National Police Check.
You’ve got this!