{"id":4313579,"url":"https://alion.io/job/komforce-service-delivery-manager","title":"Service Delivery Manager","company":{"id":4489801,"name":"Komforce","domain":"komforce.com","url":"https://alion.io/company/komforce","size_band":null,"is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false},{"name":"Agile","optional":true}],"status":"live","first_seen_at":"2026-11-14T14:04:46Z","employer_posted_date":"2026-11-14","last_verified_at":"2026-11-14T14:04:46Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"ABOUT THE ROLE\nWe are looking for an experienced Service Delivery Manager to lead application managed services for our client on an exciting project in public administration space. You will own service performance end to end, from SLAs and incident resolution through to releases and go-lives, and lead a multi-tier support team in Sydney.\nThis role suits someone who has run application support at scale in an enterprise or government setting and can hold their own with business stakeholders, technical teams and third-party vendors at the same time.\nWHAT YOU'LL DO\nService & SLA Management\nOversee end-to-end delivery of application managed services\nMake sure response times, incident resolution and availability targets are consistently met\nTrack and report on SLA performance, and act quickly when service starts to slip\nTeam Leadership\nLead, mentor and grow a team of support engineers across Tier 1 to Tier 3\nBalance workloads, set priorities and keep the team technically ready for what's coming\nBuild a team culture focused on ownership and service quality\nStakeholder Engagement\nBe the main point of contact between technical teams, business stakeholders and third-party vendors\nCommunicate progress, risks and service issues clearly and early\nManage expectations across stakeholders with different priorities\nContinuous Improvement\nAnalyse ticket trends and recurring defects to find root causes\nImprove support processes and drive changes that make the applications more reliable\nUse data to show where the service is getting better and where it needs work\nCompliance & Governance\nMake sure support activities follow ITIL and the client's service management frameworks\nUphold data security protocols and audit requirements\nKeep governance documentation and reporting current and audit-ready\nRelease Management\nPrepare business and technology teams for go-lives, patches and system upgrades\nCoordinate release readiness, cutover planning and post-release support\nWHAT WE'RE LOOKING FOR\nMust-Have\n7+ years of experience in IT service delivery or application support, with recent time in a Service Delivery Manager role\nProven experience running application managed services against contractual SLAs\nExperience leading multi-tier support teams (Tier 1 to Tier 3)\nStrong stakeholder management skills, including working with vendors and senior business stakeholders\nAustralian Citizen or Permanent Resident (mandatory)\nBased in Sydney\nTechnical Depth\nITIL processes: incident, problem, change and release management\nITSM tooling such as ServiceNow, Jira Service Management or similar\nSLA and KPI reporting, ticket trend analysis and root cause analysis\nRelease and deployment coordination across business and technology teams\nWorking knowledge of data security and audit requirements in a regulated environment\nPreferred Certifications\nITIL 4 Foundation (or higher)\nITIL 4 Managing Professional or Strategic Leader\nPRINCE2, PMP or equivalent delivery certification\nNICE TO HAVE\nExperience delivering services to state government or other public sector clients\nBackground working with a large global IT services provider\nExperience with Agile delivery alongside a managed services model\nExposure to service transition and onboarding of new applications into support\nWHAT SETS YOU APART\nYou know your numbers and can explain what's behind them\nYou stay calm and organised during major incidents and keep everyone informed\nYou fix problems at the source rather than just closing tickets\nYou can earn the trust of both your team and the client","description_format":"text","description_chars":3547,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Government"],"lifecycle":[{"event":"open","at":"2026-11-14T14:04:46Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely 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