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Ready to lead service excellence and drive client success? At efex, no two days are the same. As a Service Delivery Manager, youll play a pivotal role in ensuring smooth service delivery across our client base, balancing people, process, and performance. Youll oversee SLAs, manage escalations, and champion a culture of continuous improvement within a supportive, down-to-earth team. Overview Were looking for an experienced Service Delivery Manager to join our ACT team full-time. The Role 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 Youll 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, its a chance to drive client satisfaction, elevate team performance, and shape the way we deliver IT services across the region. Youll have autonomy, national support, and the opportunity to make your mark in a business thats 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. #J-18808-Ljbffr