Junior Service Delivery Manager

Are you passionate about delivering an exceptional customer experience?

Do you have around two years’ industry experience in IT or Managed Services and want to grow your career with one of Australia’s most awarded technology companies?

Macquarie Telecom is looking for a customer-centric, Associate Service Delivery Manager (ASDM) to join our high-performing Service Management team.

You will support customers, helping them get the most out of their IT environments through seamless service delivery, insightful reporting, and operational excellence.

• At Macquarie Telecom, we don’t just “service” customers — we live and breathe excellent service and as a result, our Net Promoter Score (NPS) is one of the best in the World!

• A clear pathway to Service Delivery Manager, Technical Services Manager, Account Manager or Portfolio Manager roles
• Exposure to a broad range of technologies
• A supportive team of Technical Service Managers, Enterprise Service Managers and IT experts
• If you thrive in a structured, customer-facing environment where no two days look the same, this is a place you can accelerate your career.

• As an Associate Service Delivery Manager, you will support the operational delivery for a broad range of customers, ensuring they receive high-quality support from onboarding through to BAU.

• Build strong relationships with IT Managers and operational stakeholders
• Facilitate regular service reviews, performance reporting and issue resolution
• Support organic growth, identifying upgrade or optimisation opportunities
• Manage escalations professionally, keeping calm under pressure

• Coordinate smaller customer site migrations, upgrades and change activities
• Ensure accurate documentation, billing set-up and operational handover
• Work closely with Technical Service Managers to deliver service improvements

• Govern incident, problem and change management workflows
• Produce high-quality reports, insights and service improvement recommendations
• Champion best practices in service management, communication and delivery

• You will be successful in this role if you have:

• ✔ Around 2 years’ experience in an IT or Managed Services environment
• ✔ Experience working in a medium to enterprise-scale organisation
• ✔ Strong exposure to service delivery, customer support or IT operations
• ✔ A background in IT — e.g., infrastructure, hosting, cloud, managed services
• ✔ Experience resolving customer issues and coordinating internal teams

• You are customer-obsessed, empathetic and solutions-focused
• You communicate clearly — verbally, in writing and in high-quality reports
• You can manage competing priorities with calm and professionalism
• You build trust quickly and enjoy long-term relationship management
• You are hungry to learn, open to change, and enjoy working in a fast-paced environment

• ITIL, PRINCE2, Agile certifications
• Experience with project coordination or service improvement planning

• A structured training path — complete 4 industry certifications over 2 years
• Exposure to best-practice service management standards
• A stable, high-growth tech company with strong customer values
• Hybrid work flexibility
• A chance to make a genuine impact across your customer portfolio

Ready to accelerate your career?

Apply now and join a team that is redefining customer experience in the IT industry.