Service Delivery Manager
Own service governance — SLA performance, reporting cadence and continuous improvement — across the whole account, not just one queue.
Five reasons clients stay past the first hire
One resource, only yours
No shared queue, no rotating cast. Your dedicated resource works exclusively for you and stays.
25 years of Australian market experience
Founder Rohit Sahdev's 25 years in the Australian market, including senior leadership at Telstra, shape how every dedicated team is managed.
You always know what your team is doing
Every dedicated resource works behind Screenshot Monitor — auditable activity and reporting, not a black box.
No more "That's not my job."
Your dedicated outsourced resource adapts to what your business needs, takes ownership and grows their career by stepping up to new challenges.
Capacity without the hiring squeeze
Skilled and reliable operational talent is harder to hire locally right now. A dedicated resource adds capacity without adding to that pressure.
The outcome this role is built for
Consistent SLA performance and a service that visibly improves over time — because someone owns the whole picture, not just individual tickets.
What this role owns day to day
Core responsibilities
- Own SLA performance and reporting across the account
- Run regular service reviews with clear, evidence-based reporting
- Identify and drive continuous improvement initiatives
- Coordinate across support tiers to resolve systemic issues
Works inside
Reported on weekly
| SLA attainment | Overall account performance against target |
| Review cadence | Service reviews completed on schedule |
| Improvement actions | Initiatives identified and closed |
| Customer satisfaction | Account-level CSAT trend |
Works your hours. Picks up the work.
Australian business hours
Aligned to your primary time zone and holiday calendar for day-to-day coverage.
9am–5pm style coverage, matched to your roster
Extended coverage
Stretch shift start/end times to close the gap before and after your local team is online.
Early-start or late-finish shifts, by agreement
Round-the-clock rotation
Rotating dedicated resources for genuine 24-hour coverage, including weekends.
Multiple dedicated seats, handover documented
What "no that's not my job" looks like in practice: a recurring issue spans multiple support tiers with no single owner — it still gets tracked and resolved at the account level instead of being closed ticket by ticket.
What stays with your authorised staff
Works to documented procedures; approvals, payments, regulated decisions and client commitments remain with authorised local personnel.
The same skillset, needed anywhere IT runs in-house
Paying an external MSP for service governance
- Reporting is standardised to the MSP's template, not yours
- Service reviews happen on the MSP's schedule
- Improvement initiatives compete with the MSP's other clients
Your own dedicated service delivery manager, outsourced to us
- One manager who owns your account's SLA performance
- Reports to your own operations lead, not a third party
- Same Screenshot Monitor transparency, direct to you
Professional Services & Consulting
Project coordination, procurement and service governance are the same discipline in any firm.
Project tools · CRMConstruction & Engineering
Project management and procurement coordination map directly onto site and contract delivery.
Procore · procurement portalsDigital Marketing & Agencies
Project and account delivery across multiple clients needs the same coordination rigor.
PM platformsLogistics & Freight
Vendor and asset procurement follows the same sourcing and reconciliation discipline.
Procurement portalsNo guessing what this role worked on. Full sample report on the MSP Support page →
Discovery, role design, and a candidate you interview yourself.
You define outcomes, tools and work hours. We source, screen and put forward candidates you interview and approve. Once live, your resource follows your systems, escalation model and reporting cadence — reviewed together on a schedule you set.
Questions about hiring a dedicated Service Delivery Manager
Ready to add this role to your team?
Tell us your account structure and current reporting needs — we'll shortlist candidates against your actual task list.