Job Description

Service Delivery Manager | Sydney CBD

Play a key role in delivering exceptional service experiences to some of Sydney’s leading businesses.

We’re looking for an experienced Service Delivery Manager to support and strengthen service delivery across a portfolio of key Sydney clients. This is a highly client-focused role centered around relationship management, service quality, operational coordination, and ensuring customers consistently receive outstanding support and communication.

You’ll act as a trusted point of contact for clients, working closely with technical teams to ensure issues are resolved effectively, expectations are managed proactively, and service outcomes continue to improve.

Who We Are

With over 20 local branches supported by a strong national presence, efex is one of Australia’s leading IT and digital services 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, both our clients and our team.

The Role

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

In this role, you will:

• Act as the primary service contact for a portfolio of key managed clients
• Build strong, trusted relationships with stakeholders and ensure a positive client experience
• Monitor service performance and ensure SLAs and support outcomes are consistently achieved
• Coordinate incident and escalation management to drive timely resolution and clear communication
• Work closely with engineers, technical teams, and account managers to deliver seamless support experiences
• Identify service improvement opportunities through client feedback, reporting, and trend analysis
• Facilitate service reviews and provide clients with meaningful operational insights
• Maintain accurate reporting across service metrics, utilisation, and operational performance
• Support operational coordination across the wider service delivery function

About You

You’ll be successful in this role if you:

• Bring experience within an MSP or IT service delivery environment
• Have strong client relationship and stakeholder management skills
• Enjoy building long-term partnerships and delivering positive customer outcomes
• Understand ITIL principles, incident management, and managed services environments
• Are organised, proactive, and solutions-focused
• Communicate confidently with both technical teams and non-technical stakeholders
• Can effectively manage competing priorities and service escalations
• Are comfortable working with PSA platforms (Salesforce experience highly regarded)

What We Offer

• Competitive salary: we recognise your expertise
• Supportive, down-to-earth culture where collaboration matters
• Birthday leave: celebrate your day, on us
• Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
• Career development opportunities within a growing national business
• The opportunity to work closely with key clients and make a genuine impact on service delivery outcomes

Why Join efex?

This is an opportunity to play a key role in shaping the client experience for some of our most important Sydney customers.

You’ll work closely with both clients and internal technical teams, helping ensure service delivery is proactive, responsive, and aligned to real business outcomes.

Apply now.

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