Service Delivery Manager - Tech Ops

About the role

EY's Oceania Technology Operations (Tech Ops) is looking for a Service Delivery Manager (SDM) based in Warringah, Sydney. The SDM delivers managed services to clients across the Oceania region and acts as the primary operational contact, making sure services meet agreed scope, service levels and commercial arrangements. The role works closely with technical teams, senior stakeholders and clients to maintain service quality, manage incidents and grow the engagement. Flexible work arrangements with reduced hours may be possible.

Key responsibilities

• Manage day-to-day client contact and act as the main operational point of contact
• Monitor client tickets and issues, triage and respond promptly
• Produce monthly operational and service reports and escalate risks needing management attention
• Support incident management, including coordination, client communication, critical after-hours issues, incident reports and post-incident documentation
• Track support-hour consumption against retainer limits and manage engagement economics with senior support
• Prepare, submit and follow up on client invoices and payments
• Complete service quality and compliance reporting
• Identify upsell opportunities from the Managed Services catalogue, including overage, and support proposals, estimates and pitch materials

Required profile

• Onshore resource required for government contracts
• Baseline or above security clearance preferred (not a deal breaker in the short term)
• Ability to work after hours when needed and to support on-call activities up to 2 weeks a month (preferred but not a deal breaker in the short term)

What we offer

• Career development with future-focused skills
• Flexible work arrangements
• A benefits package including a yearly wellness incentive, an extra 8 weeks of flex leave per year and family-friendly policies such as up to 26 weeks of gender-neutral paid parental leave
• Competitive salary open to negotiation depending on skills and experience