Service Delivery Manager

About the role

Zetta's growth has created an exciting opportunity for an experienced Service Delivery Manager to lead our Enterprise customer portfolio. This is a high-impact role where you'll oversee the delivery of managed services, ensure contractual obligations are exceeded, and represent Zetta at the customer interface. If you're driven by customer satisfaction, disciplined about SLAs, and ready to step into a leadership role, this is for you.

Key responsibilities

• Own the end-to-end delivery of managed services for our Enterprise customers, from onboarding through ongoing service management
• Lead service delivery meetings with customers, providing clear, professional communication and proactive progress updates
• Monitor SLA performance across your portfolio, escalate issues with context, and work cross-functionally with technical teams to resolve problems
• Maintain and continuously improve knowledge bases, process documentation, and the quality management system
• Develop team members and identify process improvements that strengthen both customer experience and operational efficiency
• Represent Zetta with integrity and professionalism in customer interactions

About you

• At least 3 years of service coordination or service desk leadership experience
• ITIL v4 Foundation certification (required) – Specialist certification is a bonus
• Strong ability to balance customer needs with business priorities and influence stakeholders to positive outcomes
• Discipline around SLAs, ticketing processes, and documentation practices
• Working knowledge of Windows, Microsoft 365, and common end-user applications
• Excellent written and verbal communication – you explain complex things clearly
• Genuine desire to improve processes and grow technically over time
• Must be an Australian Permanent Resident or Australian Citizen (required for security clearance purposes)

About us

Zetta is a Perth-based Managed Services Provider with offices across Western Australia and Victoria. We're ISO 27001 and ISO 9001 certified, hold Microsoft Solutions Partner status, and partner with market-leading technology vendors to deliver enterprise-grade solutions to growing mid-market businesses.