Delivery Manager -Applications Managed Services
Location: Australia – Preference to candidates in Sydney, Adelaide or Melbourne
Employment Type: Permanent
Salary: Negotiable, based on skills & experience
Role Type: Perm / Hybrid work model with 2 days in office.
Wild Tech is growing, and we’re looking for a Delivery Manager – Applications Managed Services to join our Managed Services division. This is a customer-facing leadership role with direct
accountability for the successful delivery of managed application services across an assigned
portfolio of customers. The role owns the ongoing service relationship, governance rhythm, SLA
performance, reporting commitments, delivery coordination, commercial control, and service
quality for that portfolio—ensuring Wild Tech delivers the managed service contract as committed
while maintaining a structured, proactive, and well-governed service. The role also leads and
manages the delivery team supporting the portfolio (local, remote, and mixed resources), ensuring
the team is aligned, accountable, and operating effectively.
About Wild Tech
Wild Tech is an Australian-owned technology solutions provider delivering business-centric cloud
application solutions. We partner with customers across key industries to implement, integrate and
support modern platforms—backed by a culture that values collaboration, integrity, transparency
and practical problem-solving.
Key responsibilities
• Hold direct accountability for the successful delivery of managed application services across
an assigned portfolio of customers, act as the primary operational owner of the live
managed service.
• Build trusted relationships with customer stakeholders and represent Wild Tech
professionally in customer-facing engagements (remote and in-person as required),
maintaining visibility of commitments, risks, issues, actions, dependencies, and service
performance.
• Own the service governance operating rhythm (weekly/monthly/quarterly as required), lead
service reviews and operational check-ins, and hold accountability for meeting agreed SLA
and service performance commitments across the portfolio.
• Oversee the day-to-day managed service across ERP, CRM, and business applications in
scope, ensuring incidents, requests, recurring issues, service actions, release/version activity,
administration, vendor coordination, and service improvement work are delivered
effectively through the live support model.
• Lead and manage the delivery team supporting the portfolio (local, remote, and mixed
resources), providing direction, workload oversight, and day-to-day leadership; maintain
visibility across capacity, competing priorities, and delivery pressure while driving service
quality and continuous improvement.
• Receive new services into operation from sales and project teams; coordinate onboarding of
new customers and project-to-BAU handover, ensuring services are supportable and that
required documentation, boundaries, contacts, workflows, and operational readiness
artefacts are in place.
• Maintain commercial and operational control of the service: manage budget and
performance against the commercial model, actively manage hours/effort/user counts in
line with billing, identify scope drift or billing risks early, support renewals/service changes,
and identify service uplift opportunities for the appropriate commercial owner.
Service governance, SLA accountability, and reporting
• Own the day-to-day operating rhythm for assigned customers across weekly, monthly, and
quarterly governance as required.
• Hold accountability for meeting agreed SLA and service performance commitments across
the customer portfolio; monitor trends closely and take action where delivery is tracking
below target.
• Lead regular service reviews, governance meetings, and operational check-ins in line with
the agreed service model.
• Own end-to-end customer service delivery reporting commitments, including preparation,
quality control, communication, and follow-up of agreed reporting outputs.
• Manage service actions, risks, escalations, and ongoing service improvement across the
customer portfolio.
• Ensure the agreed ITSM and governance model is applied consistently across the service.
Delivery ownership and coordination
• Coordinate delivery across the Applications Support Team, Delivery Manager –
Infrastructure and Modern Work, Service Desk Team Lead, and other internal stakeholders
as required.
• Maintain frequent coordination with project teams to ensure customer requirements are
managed smoothly and consistently across BAU and project delivery.
• Ensure incidents, requests, recurring issues, and service actions are managed effectively
through the live support model.
• Coordinate cross-team activity where customer issues span applications, infrastructure,
project teams, or third-party vendors.
• Escalate delivery risks early and drive actions required to protect service outcomes and
customer commitments.
Team leadership
• Lead and manage the relevant delivery team supporting the assigned customer portfolio,
including local, remote, and mixed delivery resources.
• Provide direction, accountability, workload oversight, and day-to-day leadership across the
team; drive consistency, ownership, and service quality.
• Maintain visibility across team capacity, competing priorities, and delivery pressure,
balancing BAU support demand with improvement work and project dependencies.
• Support performance management, team development, and capability growth within the
application managed services function.
Transition and service readiness
• Coordinate onboarding of new customers into the managed application services model,
including service model alignment and operational onboarding activity.
• Coordinate project-to-BAU handover and ensure services are supportable before transition
into live operation.
• Ensure required documentation, support boundaries, contacts, workflows, and operational
readiness artefacts are in place before service commencement.
• Maintain onboarding records, handover artefacts, and operational controls to support
consistent delivery.
Commercial and operational control
• Manage the service budget and track performance against the agreed commercial model.
• Ensure hours, effort, and user counts are actively managed, communicated, and controlled
in line with the relevant billing model.
• Identify overrun, underutilisation, scope drift, and billing-risk issues early and address or
escalate them.
• Own operational readiness for renewals, service changes, and commercial updates, ensuring
impacts on delivery are understood and managed.
• Identify service uplift opportunities and hand them to the appropriate commercial owner.
Additional requirements
• Customer-facing role involving regular interaction with customer stakeholders.
• Remote and in-person engagement depending on customer needs and service
commitments.
• Some travel may be required for customer meetings, service reviews, onboarding activity,
and delivery oversight.
Key performance indicators (KPIs)
• Managed application services are delivered successfully across the assigned customer
portfolio.
• SLA and service performance commitments are met consistently.
• Customers receive a structured, proactive, and well-governed service experience.
• Reporting and governance commitments are delivered on time and to a high standard.
• Delivery teams are aligned, managed effectively, and operating with clear accountability.
• New customers and completed projects are transitioned cleanly into live support.
• Commercial performance, effort, and service scope are actively controlled.
• Service risks, recurring issues, and improvement opportunities are identified early and
managed properly.
What we’re looking for
• Proven experience in a service delivery, delivery management, managed services, or service
management leadership role (experience outweighs formal education).
• Experience owning delivery across a defined customer portfolio, with strong organisational
discipline, follow-through, and operational service ownership.
• Strong understanding of SLA management, service performance accountability, escalations,
governance, and reporting; comfortable leading customer governance meetings.
• Experience leading and managing direct delivery teams across local, remote, or mixed
working environments, balancing capacity and competing priorities.
• Strong commercial awareness, including scope control, effort management, and service
budget visibility.
• Experience working with ITSM / service desk platforms and structured service management
processes; strong communication skills and confidence in customer-facing environments
(remote and in-person).
Preferred experience (highly regarded)
• Application Managed Services, ERP/CRM support, or business systems support.
• Vendor and third-party coordination.
• Transitioning project outcomes into BAU support.
Professional certifications (desirable)
• ITIL v4 certification preferred (or equivalent service management certification).
• Project or service delivery management certification desirable (e.g., PRINCE2
Foundation/Practitioner, PMI-PMP).
• Agile/Scrum certifications (e.g., CSM, SAFe) advantageous where application teams operate
in Agile delivery models.
Experience required
• 5–10+ years’ experience in service delivery, managed services, and/or application support
leadership.
• Proven ownership of customer portfolios, SLA performance, governance and reporting, and
strong commercial/operational accountability.
• Acceptable for the successful candidate to have no degree where there are deep Application
Managed Services experience, strong customer-facing delivery background, and relevant
certifications (e.g., ITIL).
Communication responsibilities
• Attend and participate in team/company activities, meetings, and day-to-day work activities,
demonstrating respect and consideration for individuals, their differences, experiences, and
expertise.
• Communicate proactively, effectively, and constructively with team members, colleagues,
customers, and suppliers.
• Be aware of and communicate opportunities for business development and improvement in
policies, procedures, and practices.
• Actively work with and support other team members and colleagues to achieve business
goals.
Works closely with
• Delivery Manager – Infrastructure and Modern Work
• Service Desk Team Lead
• Applications Support Team Lead
• Project teams
• Commercial/account stakeholders
• Customer stakeholders and third-party vendors
Why join Wild Tech?
At Wild Tech, we’re passionate about helping organisations unlock the full potential of their
technology investments. You’ll be part of a collaborative team that values accountability, innovation,
and customer success.
How to apply
If you’re ready to take ownership of customer outcomes and lead a high-performing team, we’d love
to hear from you. Please submit your resume outlining your relevant skills and suitability for the role
to jaclyn@wild-tech.com.au.
No agencies please.
