Job Title

We''re searching for an experienced, customer obsessed Service Delivery Manager to play a pivotal role in shaping the customer experience across one of key customers. This is an exciting opportunity for someone who loves building relationships, driving service excellence, and being the strategic heartbeat of customer success. What you''ll be doing Own post-go-live service delivery from an AMS perspective, ensuring customers receive a high-quality, value-driven support and configuration experience. Establish and maintain customer relationships to ensure delivery against agreed service levels, outcomes, and contractual commitments. Lead all AMS governance activities, including customer servicing cadence, reporting, and transparent communication on overall account health. Work in close partnership with the Account Manager to ensure all commercial, delivery, and relationship activities are fully aligned. Administer AMS contractual terms, including scope adherence, service inclusions, change control, and renewal readiness; provide informed input into contract variations and renewals in partnership with CAM and Legal. Conduct regular service reviews with assigned customers covering performance, consumption, activities, risks, opportunities, and ongoing program needs. Produce and present monthly service status reports and lead customer governance, steering, and operational review meetings. Identify opportunities for AMS program growth, increased utilisation, and expansion while supporting retention of existing programs. Proactively identify and manage delivery, adoption, and renewal risks, developing and executing mitigation plans to protect customer outcomes and commercial continuity. Drive rapid resolution of service issues, coordinate escalations, and ensure configurations remain current and aligned to product best practices. Enable customers to realise value from new features and configuration enhancements in partnership with Product, CSLs, and Consulting teams. Coordinate consulting engagements, including scope alignment, quote facilitation, approvals, and priority management across AMS and Consulting teams. Ensure AMS program invoicing is accurate and paid on time; manage billing queries and escalations where required. Manage service and commercial disputes from an AMS perspective, working closely with Legal, Finance, and Sales to resolve issues while maintaining strong customer relationships. Collaborate with Customer Service Leads (CSLs) to drive strategic customer conversations, promote health checks, and position relevant services aligned to CSL practices. Ownership of AMS SLAs, KPIs, and service metrics, including trend analysis and continuous improvement actions. Act as the voice of the customer, feeding insights on configuration patterns, gaps, and customer needs into relevant TechnologyOne teams. Lead and influence cross-functional teams (Consulting, Product, Support, Sales, Legal, and Finance) without direct line management responsibility to ensure consistent and predictable service delivery. Proven stakeholder engagement skills, including experience working directly with C-suite executives in enterprise environments. Strong commercial acumen with demonstrated experience understanding, administering, and operating within contractual terms, including service scope, commercial conditions, and change mechanisms; able to provide informed input into new and renewed contracts. Experience managing contractual issues and disputes, working closely with Legal, Finance, and Sales to resolve matters while protecting customer relationships and commercial outcomes. Demonstrated consultative selling capability, identifying and progressing AMS growth and retention opportunities through value-based customer conversations. Advanced problem-solving skills, navigating complex organisational structures to resolve issues and deliver agreed customer outcomes. 3+ years'' experience in Service Delivery, Account Management, or Project Management within a SaaS or enterprise technology environment. Strong product, configuration, and industry knowledge, with the ability to translate technical capabilities into clear business value. Exceptional written and verbal communication skills, including executive-level reporting and facilitation of governance and steering forums. Experience with TechnologyOne products and solutions, or comparable enterprise SaaS platforms. Demonstrated experience identifying delivery, adoption, or renewal risks and executing mitigation and escalation strategies in partnership with internal stakeholders. Why Join us? TechnologyOne is proud to be an Equal Opportunity Employer who values diversity and an inclusive workplace. We aim to recruit a diverse range of people with a diverse range of talents to help us to deliver on our mission to better our community. We pride ourselves on providing our people with earned recognition through talent mapping and career progression, competitive salaries and having a supportive tribe environment. Our core values and culture unleash the boundless potential of creativity, innovation and the entrepreneurial spirit within our people. When you experience Life at TechnologyOne you''ll see that our team enjoys an extensive array of benefits, including foundation charity activities, which all cultivate a vibrant workplace our people are very proud to be involved with. Benefits Competitive remuneration package Access to our industry leading employee share plan Salary packaging options Up to 10 days of additional leave via our Purchase Leave program Amazing Culture: 8 x Australian Business Awards "Employer of Choice" winner We love our team events & celebrate diversity Flexible hours: we are family-friendly and value life outside of work Free gym membership in your region (or, if you are located at HQ, we have a new state of the art Gym onsite, exclusive and available 24/7). Additional 2.5 days of leave per year dedicated to volunteering at a charity of your choice Free breakfast and coffee on-site Accelerate your growth with full access to LinkedIn Learning and a clear career framework that maps your path to success. Who we are TechnologyOne (ASX: TNE) is Australia''s largest enterprise software company and one of Australia''s top 50 ASX-listed companies, with locations across six countries. We provide a global SaaS ERP solution that transforms business and makes life simple for our customers. Our deeply integrated enterprise SaaS solution is available on any device, anywhere and anytime and is incredibly easy to use. Over 1,200 leading corporations, government agencies, local councils and universities are powered by our software. For 38 years, we have been providing our customers with enterprise software that evolves and adapts to new and emerging technologies, allowing them to focus on their business and not technology. #J-18808-Ljbffr