Service Delivery Manager (Managed Services)

Posted Sunday 26 July 2026 at 12:00 pm LAB 3 is a leading Managed Services Provider focused on empowering organizations through technology modernisation across Cloud, Modern Workplace, Security, Network, and Data practices. Leveraging the power of Microsoft technologies, we deliver innovative solutions that optimise performance, enhance visibility, streamline processes, and drive cost efficiency. Our proprietary technology accelerators exemplify our commitment to automation, integrating seamlessly with the Azure ecosystem to deliver faster, smarter outcomes for our clients. About the Service Desk Team The Service Desk Team, led by our Service Delivery Manager, is the backbone of our service delivery excellence. We are the champions of customer success, responsible for nurturing client relationships, ensuring value realization, and driving continuous improvement. We work collaboratively with sales leaders, technology delivery managers, and technical teams to maintain high standards in delivering managed services, fostering innovation, and creating win-win solutions for our clients. The Role As a Service Delivery Manager, you will lead our L1/L2 Service Desk and ITSM team, owning the end-to-end ticket experience for the organisation. You will directly manage and develop a team of Service Desk and ITSM analysts, building their capability, coaching their performance, and instilling a culture that puts the customer first. You are accountable for ticket performance org-wide, service level reporting, and driving continuous improvement in how we manage, triage, and resolve tickets — including pulling more first- and second-line work away from engineering and into the Service Desk. You will also enable our client management team with accurate, timely SLA reporting, and hold the line on service management ticket hygiene across the organisation. In a fast-paced MSP environment, you will be expected to move quickly, communicate constantly, and make complex technical concepts accessible to a wide range of stakeholders. This is an exciting opportunity to build and shape a high-performing Service Desk and ITSM function that underpins everything we deliver for our clients and LAB3. Key Responsibilities Lead, coach, and develop the Service Desk and ITSM team, building a high-performing, customer-first team culture and ensuring the right resourcing, rostering, and skills are in place to deliver a great experience. As the front door into the organisation, analyse ticket trends across all queues — including areas outside Level 1, Level 2, and ITSM — and make recommendations to the relevant engineering leads; where continuous improvement work is identified outside the Service Desk's remit, assign it to CSMs to lead delivery. Own ticket performance across the organisation, monitoring volume, ageing, first response and resolution times, and SLA/KPI adherence across all queues, identifying risks early and holding the line on quality. Set and manage KPIs for Service Desk team members and manage individual and team performance against them — including creating and maintaining KPIs for tickets per analyst per day, First Contact Resolution, self-service deflection rate, and average speed to answer. Review CSAT survey results and provide regular feedback to the team, identifying trends, coaching opportunities, and process gaps that impact customer satisfaction. Own Service Level Reporting, producing and maintaining accurate, meaningful, and timely SLA reporting for internal and client-facing use, and enabling the Client Management Team with insights that support client conversations, service reviews, and renewals. Champion Customer Experience across every interaction with the Service Desk, ensuring tickets are handled with empathy, urgency, and a genuine focus on getting clients back to business. Drive deflection of email and messaging-based ticket requests to self-service portals where appropriate, reducing low-value manual handling and improving self-service adoption. Drive continuous improvement across the Service Desk and ITSM function — including automation, process improvement, and knowledge base development — identifying opportunities proactively, collaborating with CSMs, and seeing improvements through to execution. Build and maintain a backlog of continuous improvement items, prioritising and assigning them to team members as capacity allows. Pull more work away from engineering and into the Service Desk, growing the team's capability, documentation, and tooling so a greater share of tickets are resolved at first and second line. Own service management ticket hygiene across the organisation, governing categorisation, prioritisation, and documentation standards within the ITSM tooling, and delivering focused, high-performance coaching on the quality of ticket updates so notes, statuses, and communications consistently meet the standard required for trusted reporting and analysis. Own Asset Management and CMDB within ServiceNow, including the transition of asset data into the CMDB, ongoing accuracy and maintenance of asset/CI records, and the associated support processes — including laptop refresh recommendations and lifecycle management. Produce and maintain high-quality documentation across the Service Desk and ITSM function, including runbooks, process guides, and reporting standards — and where processes don't yet exist, take ownership of defining and formalising them to a standard the broader organisation can rely on. Own and maintain the end-to-end transition and onboarding of new clients into the Service Desk and ITSM function, including all ITSM setup requirements — SLA configuration, Knowledge Base Article (KBA) establishment, queue and category setup, and any other Service Desk/ITSM elements needed to bring a client fully into support. Own the onboarding user experience for new starters, collaborating with People & Culture to ensure IT setup (accounts, hardware, access) is smooth, timely, and delivers a positive first impression for new employees. Key Outcomes All SLA/KPI targets are met or exceeded across L1/L2 queues. Knowledge base and runbooks are current, accurate, and used by the team. Proportion of tickets resolved at L1/L2 (without engineering escalation) trends upward. CSAT trends are reviewed regularly and actioned through team coaching and process changes. Ticket quality (categorisation, prioritisation, documentation, and update standards) consistently meets defined hygiene standards. Continuous improvement backlog is maintained and actively worked down over time. Self-service deflection rate improves as email/messaging requests are redirected appropriately. Asset and CMDB records are accurate, current, and used to drive proactive recommendations (e.g. laptop refresh cycles). New client transitions are delivered on time, with ITSM (SLAs, KBAs, queues, categories) fully configured and ready for go-live. SLA reporting is delivered accurately and on schedule to the Client Management Team. LAB 3 Melbourne Office is maintained and guests are greeted warmly with a consistent high value experience. The ideal candidate: Proven experience in Service Desk and Service Management roles within a managed services or technology environment. Exceptional communication, relationship-building, and problem-solving skills. Ability to work collaboratively across teams and functions to deliver exceptional outcomes for clients. A passion for continuous improvement and a client-first mindset. An understanding of Microsoft solutions, including Azure and Microsoft 365, is ideal. The ability to clearly communicate with both technical and non-technical stakeholders. Ability to provide leadership and guidance to other team members Strong customer focus with a capacity to implement innovative service improvements. Thorough understanding of service management and ServiceNow A resourceful, innovative, and proactive approach to problem solving. Proficient in analysing data to drive decision-making and improve service desk performance. Comprehensive understanding of ITIL frameworks, with ITIL certification What’s in it for you? Be part of a team that leverages modern technologies to solve real problems and provides top level of customer satisfaction Work with a Microsoft Partner of the Yea r award winner with multiple specialisations Be supported by experienced peers and leaders that value technical expertise and encourages innovation, with clear career pathways and ongoing learning Enjoy a supportive workplace that promotes inclusion, flexibility, diversity, and celebrates differences. Take advantage of largely working from home in our remote/hybrid workplace and enjoy the flexibility to balance your life Thrive in a community with strong values #BeTrue #TeamUp #StandOut #ThinkAhead #FearLessAchieveMore #LI-DNI