Service Delivery Manager

About Novigi

Novigi is The Next Gen Technology Partner to the Global Wealth and Retirement Systems with offices in Sydney, Melbourne, Brisbane, Wollongong, New Zealand, Singapore and Colombo, Sri Lanka. At our core, we are data-driven transformation and business optimisation experts. We partner with our clients to transform their business functions through the clever use of data and interoperability. We do this by offering a range of services and solutions.

Description

The IT Service Delivery Manager leads the day to day running of Novigi’s Modern Workplace managed services for a portfolio of clients, many of them in regulated financial services. The role is accountable for service outcomes; the SLAs, the queue, the reporting and the relationships that keep clients confident their systems are in good hands. This role owns the service management practice end to end, from incident and request through to problem and change, along with the tooling and reporting stack that runs it.

This role is expected to operate as a contemporary service management leader: data-led, client first, automation minded and deeply focused on service reliability, audit readiness, security and measurable client value.

The service desk and delivery engineers report into this role. The IT Service Delivery Manager sits between the service desk and engineering on one side, and client stakeholders and auditors on the other, and is accountable for what both of them see.

About the role

Responsibilities:

People Leadership & Team Culture

• Provide people leadership for the service desk (10 direct reports), including priorities, workload, coaching, development, engagement and cover.
• Establish and drive a service culture across the team, including expectations for quality, responsiveness, accountability and continuous improvement.
• Build team capability through coaching, succession planning, capability uplift and career pathways.
• Champion Novigi’s values of being AI Obsessed and Client First throughout the team, modelling the behaviours and standards expected of all team members.

Service Delivery & Operations

• Own the service desk and delivery queues against agreed SLAs, reporting honestly on where targets are and are not met.
• Run incident, request, problem and change management day to day, and lead major incidents through to resolution and a written post-incident review.
• Chair regular service reviews with clients, working from data rather than anecdote.
• Manage escalations and keep clients informed before they have to ask.
• Oversee escalation and after-hours support arrangements, ensuring on-call rosters are sustainable, fairly distributed and supported by clear runbooks and automation.

Platforms, Tooling & Reporting

• Own ConnectWise PSA as the system of record for delivery – boards, workflows, SLAs, time capture and the data quality everything else depends on.
• Configure and get value from ConnectWise RMM, tuning monitoring, patching, automation and alerting to cut noise rather than add to it.
• Build and maintain BrightGauge dashboards and client reporting, so the numbers are trusted and tell the truth.
• Work across the Microsoft stack, including Microsoft 365, Azure, Entra ID and Intune, well enough to make sound service decisions and hold engineers and vendors to account.

Governance, Risk & Compliance

• Run service management to documented, repeatable processes that stand up to scrutiny.
• Keep the evidence current. SLA performance, change records, access reviews and incident history so an audit is a report rather than a scramble.
• Support internal and external audits and client due diligence, and own remediation actions through to close.
• Ensure services meet clients’ regulatory obligations, including APRA CPS 230 and CPS 234, ISO 27001, GS007 and SOC 2, as well as Novigi’s own controls.
• Oversee the resolution and reporting of security incidents, and ensure the team completes security training and understands its obligations under CPS 234.

AI Adoption & Innovation

• Identify where AI improves service delivery. Triage, ticket summarisation, knowledge and trend detection and prove the value before scaling it.
• Put guardrails around AI use, including data handling, human review and a clear line on what AI does and does not decide, especially in regulated work.
• Lead the team towards an AI first operating standard, ensuring engineers are equipped, enabled and expected to use AI in their day to day work.

Client Partnership & Commercial Outcomes

• Be the senior service contact clients rely on, building trusted relationships and raising difficult issues early.
• Act as a key advisor to clients, providing insights that address both operational challenges and strategic priorities.
• Work with sales and onboarding so new clients start on solid ground.
• Balance client experience against cost and risk, using SLA and time capture data to inform service decisions.

Continuous Improvement & Service Support

• Drive continual improvement from real signals, such as recurring incidents and breached SLAs, rather than a generic backlog.
• Analyse performance metrics to identify trends, opportunities and areas for improvement across the portfolio.
• Partner with internal Novigi teams such as platform, security, AI and architecture teams to ensure client platforms are stable, supportable and compliant.
• Develop and maintain documentation, workflows and knowledge bases that support service excellence.
• Contribute to broader managed services leadership, including cross functional planning, standards alignment and continuous improvement.

Role Boundaries

Accountable for: Service desk and delivery queue performance, SLA and KPI outcomes, incident, problem and change management, major incident leadership, service reporting, client service relationships, audit evidence and remediation, service management tooling, people leadership of the service desk, and AI adoption in service management. Leadership of 10 direct reports.

Success Measures

• Client satisfaction (CSAT) maintained or exceeded across all managed portfolios.
• Consistent performance against SLA and KPI metrics, including response and resolution times.
• Major incidents resolved and reviewed in writing, with recurring incidents measurably reduced.
• Audit ready evidence maintained at all times, with audit findings and remediation actions closed on time.
• Trusted, accurate reporting from ConnectWise and BrightGauge, with client service reviews run from data.
• Measurable AI adoption in the service desk, with proven value and clear guardrails in place.
• Strong engagement, retention and professional development across the team.
• Measurable improvements in operational efficiency and service quality.
• Services aligned with regulatory requirements and industry best practice.
• Strong client relationships built through proactive communication and genuine partnership.

Skills and experience

Education and Experience

• 10+ years’ experience in IT Managed Support Services or the Superannuation / Financial Services industry, including significant experience running IT service delivery, ideally within an MSP or a provider to regulated clients.
• ITIL 4 certification, and the judgement to apply it rather than recite it.
• A proven track record owning SLAs and service outcomes for external clients, not only internal teams.
• Deep, hands on experience with ConnectWise PSA and RMM, and with reporting tools such as BrightGauge.
• Sound working knowledge of Microsoft 365, Azure, Entra ID and Intune.
• Experience delivering service in regulated environments. Financial Services exposure highly regarded.
• Direct experience of audits: preparing for them, sitting in them and closing out what they find.
• Working knowledge of the regulatory and security frameworks applying to Australian Financial Services. APRA CPS 230 and CPS 234, ISO 27001, GS007 and SOC 2.
• Proven leadership, strategic planning and client engagement in complex, compliance-driven environments.
• Clear written communication. Service reviews, post-incident reports and process notes that people actually read.
• Experience introducing AI into a live service desk, with demonstrable results, is highly regarded.
• Microsoft or ConnectWise certifications highly regarded.

Key Competencies

• Stakeholder Management: Shapes strategic relationships and creates long term client partnerships. Manages expectations, escalations and conflict with clients, auditors and internal teams.
• Communication: Drives clarity in crisis. Leads major incidents calmly and presents service performance plainly, including when the data is unwelcome.
• Business Acumen: Understands clients’ regulatory and commercial context, assesses the viability of services, and balances client experience against cost and risk.
• Leadership: Sets direction for the service team, optimises the delivery model, coaches and develops others, and role models the standards expected.

Role Specific Competencies

• Service management: applies ITIL 4 across incident, request, problem and change, and consistently achieves SLAs and KPIs across a managed portfolio.
• Compliance and audit: delivers service in compliance driven environments and keeps evidence audit-ready against CPS 230, CPS 234 and ISO 27001.
• Information security: establishes and enforces security practices, and oversees security incident response and reporting.
• Continuous improvement: analyses performance metrics and drives measurable gains in efficiency and service quality.
• AI and automation: integrates AI driven tools and automation into service delivery, with guardrails and proven value.
• Client advisory and people development: acts as a trusted advisor to clients, and mentors the team to support growth and succession.

Behaviours

• Innovation: consistently finds new, more efficient ways of working and leads initiatives that introduce meaningful change, such as AI and automation in the service desk.
• Collaboration: actively fosters teamwork, seeks differing views and anticipates stakeholder needs across the service desk, engineering, sales and clients.
• Banter: creates relationships and fun across the organisation, balancing banter with professionalism in front of clients and auditors.

Only candidates chosen to progress will be contacted