We are currently recruiting for a Service Delivery Manager to join our Modern Run practice. This role works in close partnership with our customers, ensuring high-quality delivery and driving overall operational excellence.

On a day-to-day basis, you will play a pivotal role in maintaining the efficiency of our client environments. The ideal candidate will bring strong leadership capabilities along with a proven track record in successful service delivery.

On a daily basis, you’ll be responsible for:

Cloud Operations & Application Service Delivery

• Lead and oversee service delivery across cloud environments (predominantly AWS) and application support functions.

• Drive operational excellence across cloud platforms, including monitoring, optimisation, security, and compliance of cloud-native services.

• Ensure application performance, reliability, incident response, and end-to-end lifecycle management.

• Proactively identify and implement improvements in cloud efficiency, cost optimisation, automation, and platform resilience.

• Ensure robust access controls and best-practice IAM standards are maintained across Cloud Operations environments.
  

Service Delivery & Governance

• Establish and maintain effective governance forums, operational reporting, dashboards, and service performance reviews.

• Conduct regular SLA and KPI reviews to ensure contractual compliance and high levels of customer satisfaction.

• Monitor IT operations effectiveness through audits and assessments, ensuring adherence to compliance and risk standards.

• Provide strategic input into cloud and application service roadmaps aligned to customer business objectives.

• Stay current with emerging cloud and application technologies to drive continuous improvement.
  

Stakeholder Engagement

• Act as the primary interface between Versent and the customer for all service delivery matters.

• Build and maintain strong relationships with business and technical stakeholders, vendors, and partners.

• Serve as the escalation point for service issues, managing high-priority incidents through to resolution.
  

Operational Processes

• Oversee incident, problem, change, and request fulfilment processes across cloud and application environments.

• Support operational risk management and compliance initiatives.

• Maintain accurate, comprehensive service and operational documentation.
  

People Leadership

• Lead and manage a team of engineers across cloud operations, IAM, and application support (local and offshore).

• Provide coaching, mentoring, performance management, and ongoing team development.

• Act as an after-hours on-call escalation point for critical incidents when required.
  

Skills & Experience Required

• 5+ years’ experience in an IT Service Delivery Manager role, ideally within a cloud or managed services environment.

• Strong hands-on experience in Cloud Operations (preferably AWS), including cloud-native services, monitoring, cost management, and operational governance.

• Experience supporting and managing production application environments.

• Strong knowledge of service management frameworks (ITIL), governance, and operational excellence practices.

• Demonstrated success managing large-scale or enterprise IT service contracts.

• Extensive experience in incident and issue management across cloud and application platforms.

• Exceptional leadership, communication, stakeholder engagement, and interpersonal skills.

• Background in IAM, DevOps, or application development/support is highly advantageous.

Life at Versent

We're a diverse team of motivated humans who think outside the box and strive to deliver what others might consider impossible. At Versent we truly care about our people and put real focus on cultivating a culture of learning, collaboration and growth. We provide our teams with the space, trust, and support, to deliver the best work of their careers. To enable this, we have a culture that places a high value on continual feedback, excellence, and invention anchored in customer success.

We also offer our team:

• Flexibility: We give you the freedom to excel, providing as much autonomy and flexibility around when you work so you can manage your time in a way that best suits you to get the job done.

• Learning: We are passionate about continuous improvement and care about you investing in and developing your craft. Our Craft 180 Program is a holistic strategy for ongoing, meaningful skill and capability development with an ultimate goal to create an environment where people can learn and contribute in different ways to develop, practice and become masters of their craft.

• Access to Benefits That Fit Your Life: From salary packaging and purchased leave to novated leasing options, we offer a range of benefits designed to suit different lifestyles and priorities. There’s something for everyone.

• Health & Wellbeing Programmes: We focus on you as a whole person, with wellbeing initiatives that are to support you mentally, physically, emotionally and financially.

• Connection: Regular social activities across your team and the organisation.

• Recognition: We offer several reward & recognition programmes to acknowledge the amazing work that you do!

• Career opportunity: We provide the opportunity to work on diverse projects and initiatives that enable you to create a brilliant career.

At Versent, we don't adhere to a one-size-fits-all hiring strategy. We understand that you might not fulfill all the criteria for this position. Our celebration of diverse perspectives isn't just a value, it's a way to gain an edge. If you believe this opportunity is where you can thrive, don't be shy and apply!

If you require any accommodations throughout the interview process, please get in touch with us by emailing careers@versent.com.au.