Melbourne, VIC, AUFull TimeMid-levelPosted Today
Looking for a Service Delivery Manager to lead LAB3’s L1/L2 Service Desk and ITSM function, owning the end-to-end ticket experience and ensuring exceptional support outcomes for both our clients and internal teams.
The role:
• Lead, coach, and develop a high-performing, customer-first Service Desk and ITSM team.
• Own ticket performance, SLA/KPI adherence, reporting, and service quality across all queues.
• Analyse ticket trends, identify risks, and drive practical service improvements with internal teams.
• Champion customer experience, ticket hygiene, self-service adoption, and continuous improvement.
• Grow L1/L2 capability so more tickets are resolved without engineering escalation.
• Own ServiceNow CMDB, asset management, documentation, and client onboarding readiness.
Key outcomes expected:
• SLA/KPI targets are met or exceeded, with accurate reporting delivered on time.
• More tickets are resolved at L1/L2, reducing unnecessary engineering escalation.
• CSAT, ticket quality, and self-service adoption improve through coaching and process uplift.
• Knowledge base, runbooks, CMDB, and client onboarding processes remain accurate and go-live ready
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 Year 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
The role:
• Lead, coach, and develop a high-performing, customer-first Service Desk and ITSM team.
• Own ticket performance, SLA/KPI adherence, reporting, and service quality across all queues.
• Analyse ticket trends, identify risks, and drive practical service improvements with internal teams.
• Champion customer experience, ticket hygiene, self-service adoption, and continuous improvement.
• Grow L1/L2 capability so more tickets are resolved without engineering escalation.
• Own ServiceNow CMDB, asset management, documentation, and client onboarding readiness.
Key outcomes expected:
• SLA/KPI targets are met or exceeded, with accurate reporting delivered on time.
• More tickets are resolved at L1/L2, reducing unnecessary engineering escalation.
• CSAT, ticket quality, and self-service adoption improve through coaching and process uplift.
• Knowledge base, runbooks, CMDB, and client onboarding processes remain accurate and go-live ready
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 Year 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