Ready to lead service excellence and drive client success?
At efex, no two days are the same. We’re looking for an experienced Service Delivery Manager for our Sydney CBD Office to lead service performance across a diverse client portfolio. This is a hands-on leadership role where you’ll balance people, process, and performance, ensuring SLAs are met, escalations are resolved, and service continually improves.
You’ll partner closely with technical and account teams, lead engineers day-to-day, and play a key role in shaping the client experience.
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 team full-time.
In this role, you will:
- Lead day-to-day service delivery across a portfolio of managed clients
- Ensure SLAs and service targets are measured, monitored, and consistently achieved
- Oversee incident and escalation management, driving timely resolution and strong client outcomes
- Coach, mentor, and support engineers to build a high-performing, accountable team
- Analyse service metrics, trends, and client feedback to identify improvement opportunities
- Maintain accurate reporting across SLAs, performance, utilisation, and timesheets
- Work closely with technical, projects, and account management teams to deliver seamless service experiences
About You
You’ll be successful in this role if you:
- Bring 5+ years’ leadership experience within an MSP or IT service delivery environment
- Have strong knowledge of ITIL, incident management, and service delivery best practice
- Are organised, analytical, and process-driven with excellent problem-solving capability
- Have a track record of improving service performance and operational efficiency
- Communicate confidently with both technical teams and business stakeholders
- Are comfortable working with PSA tools (Salesforce experience highly regarded) and using data to inform decisions
What We Offer
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Competitive salary: we recognise your expertise
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Supportive, down-to-earth culture where collaboration matters
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Birthday leave: celebrate your day, on us
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Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
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Career pathways into senior leadership and broader service operations roles
- The opportunity to make a meaningful impact in a growing national business
Why Join efex?
This is more than a management role, it’s a chance to influence how service is delivered, elevate team performance, and build strong client partnerships.
You’ll have autonomy locally, backed by national support, and the opportunity to shape service excellence in a business that genuinely values its people.
Apply now.
Please note: all shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.
