Service Delivery Manager – Onsite (Financial Services Client)
Sydney | Full-time | Client-embedded role
Ready to take real ownership of service delivery – not from a distance, but right at the heart of the client environment?
At efex, we’re looking for an experienced Service Delivery Manager to be fully onsite with one of our key enterprise clients in the diversified financial services sector. This is a hands-on leadership role where you’ll be accountable for service performance, incident response, and the day-to-day experience of end users.
You’ll lead a small onsite engineering team, act as the senior escalation point, and ensure service levels are consistently met, while continuously improving how support is delivered.
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 solutions in IT, print, and communications 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, our clients and our team.
What you’ll be responsible for
- Owning SLA performance– measuring, monitoring, and driving outcomes
- Managing incidents and escalations, ensuring fast, structured resolution
- Leading and developing a small onsite service desk team
- Acting as the primary client-facing point of contact for service delivery
- Producing clear daily, weekly, and monthly service reporting
- Identifying risks, aged tickets, and process gaps before they become issues
- Driving continuous improvement across service desk operations
What we’re looking for
- 4+ years’ experience leading service desk or support teams
- Strong background in IT service delivery and ITIL-based environments
- Proven experience managing SLAs, incidents, and escalations
- Confident working onsite with enterprise or regulated clients
- Strong process mindset – you enjoy tightening workflows and lifting standards
- Solid technical understanding with the ability to guide engineers
- Experience using PSA / ticketing platforms (Salesforce or similar)
Why this role stands out
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Fully onsite role – embedded, visible, and trusted by the client
- Work with a large financial services organisation
- Clear ownership and accountability – no ambiguity
- Stable, long-term client engagement
- Backed by efex’s national support structure
What We Offer
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Competitive salary: we reward performance and results
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Supportive, down-to-earth culture: collaboration and respect are at the heart of efex
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Birthday leave: enjoy your special day off on us
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Wellbeing leave: take up to two days from your personal leave each year to focus on your wellbeing
If you’re a Service Delivery Manager who thrives on ownership, structure, and being close to the action, this is a role where your impact will be seen and valued.
Please note: all shortlisted candidates will be required to undergo a National Police Check as part of the recruitment process.
