Service Delivery Manager

Ready to lead service excellence and drive client success?

At efex, no two days are the same. As a Service Delivery Manager, you’ll play a pivotal role in ensuring smooth service delivery across our client base, balancing people, process, and performance. You’ll oversee SLAs, manage escalations, and champion a culture of continuous improvement within a supportive, down-to-earth team.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital service providers. We deliver right-sized IT solutions that help businesses run smarter, simpler, and more efficiently. Our culture is approachable and business-focused: we speak in plain language, build real relationships, and always put people first - our clients and our team.

The Role

We’re looking for an experienced Service Delivery Manager to join our ACT team full-time.

In this role, you’ll:

Ensure service level targets are measured, monitored, and achieved across all client environments

Oversee incident and escalation management, expediting resolution to maximise client satisfaction

Lead, mentor, and support the service desk team, fostering collaboration and accountability

Analyse service metrics and client feedback to identify improvement opportunities

Maintain accurate reporting across SLAs, performance metrics, and timesheets

Partner closely with technical and account management teams to deliver seamless service experiences

About You

You’ll thrive in this role if you:

Bring 5+ years of team leadership experience managing engineers in an MSP or IT service environment

Have strong knowledge of ITIL, incident management, and IT service delivery principles

Are highly organised, analytical, and process-driven, with strong problem-solving skills

Have demonstrated success in optimising service performance and process efficiency

Communicate clearly and confidently with both technical teams and clients

Are proficient in PSA tools (Salesforce preferred) and comfortable using data to inform decisions

What We Offer

Competitive salary: we recognise and reward your expertise

Supportive, down-to-earth culture: collaboration and respect are at the heart of our team

Birthday leave: celebrate your day, on us

Wellbeing leave: two additional days each year to recharge

Career pathways: opportunities to advance into senior leadership or broader service operations roles

Why Join efex?

This is more than a management role, it’s a chance to drive client satisfaction, elevate team performance, and shape the way we deliver IT services across the region. You’ll have autonomy, national support, and the opportunity to make your mark in a business that’s growing fast and genuinely values its people.

Apply now or reach out for a confidential chat.

Please note: all shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.

Company Overview

Please visit https://www.efex.com.au for more information