Service Delivery Manager

The Opportunity

Working within the Managed Services Capability, you will be at the heart of ensuring our portfolio of client operations run smoothly, are reliable, that customer expectations are met, and business objectives are achieved.

You will manage a small but diverse and high performing team of up to 10 FTE, including Service Desk Consultants (L1), Technical Support Specialists (L2), 3rd party vendors and partners, and product vendors (L4).

You will act as a bridge between clients, internal teams, and vendors, making sure that service levels align with business goals and that contractual obligations are met. You will be responsible for managing up to 20 of COSOL's Managed Services clients, so the ability to multitask and prioritise is a must.

Key Responsibilities

Sales

• Identify and communicate potential service expansion opportunities to the account manager or sales team
• Actively participate in account development by identifying upselling and cross-sell opportunities to expand the scope of managed services
• Contribute to revenue growth targets by maintaining high client satisfaction and proactively identifying new service requirements

People

• Manage workloads to ensure optimal resource utilisation
• Capacity and capability management
• Team development and training
• KPI and performance management
• Workload allocation

Operational

• SLA tracking and adherence
• SLA reporting
• Knowledge management
• Client-facing service delivery reviews
• Ensure operational readiness for clients or changes in service scope

Contractual and Governance

• Ensure delivery of all contractual obligations as outlined in Statements of Work
• Contract and relationship management
• Risk and issue management
• Process improvement and continual service enhancement

Qualifications, Experience & Technical Competencies

Required:

• 5+ years managing ITIL-aligned ITSM
• Experience leading a team of technical experts
• Previous experience working in an MSP environment
• Hands-on experience with ServiceNow or JIRA
• Strong stakeholder management and communication skills
• Ability to prioritise and manage under pressure
• Team leadership and development
• Conflict resolution and customer focus

Highly Regarded:

• Familiarity with the Atlassian suite of products
• ITIL certification

Why COSOL?

• Work with a nationally recognised team of asset management specialists
• Genuine career development in a growing Managed Services practice
• Flexible and hybrid working arrangements
• A collaborative culture that values your expertise and initiative
• Competitive remuneration package

About COSOL

COSOL is a leading asset management consulting and technology firm with 25 years of experience helping some of Australia's most asset-intensive organisations — across utilities, water, energy, mining, oil & gas, and transport — keep their operations running reliably. When reliability matters, our clients turn to us. Our Managed Services capability delivers mission-critical support across enterprise asset management platforms, including IBM Maximo Application Suite and SAP, ensuring our clients achieve maximum value from their technology investments.

COSOL is committed to creating a diverse and inclusive workplace. We welcome applications from all backgrounds.