The Service Delivery Manager (SDM) is responsible for the day-to-day delivery of managed services to clients across the Oceania region. The role acts as the primary operational contact for clients, ensuring services are delivered in line with agreed scope, service levels, and commercial arrangements. The SDM works closely with technical teams, senior stakeholders, and clients to maintain service quality, manage incidents, and identify opportunities to grow the engagement.

This role is based in Warrang – Sydney. Our roles can potentially be adjusted to work flexibly with reduced hours. Please speak with us about potential options.

Your key responsibilities

Onshore resource – required for Government contracts
Baseline or above security clearance (preferred, not a deal breaker for the short term)
Ability to work after hours when needed (support client releases, incident management etc.)
Support on-call activities up to 2 weeks a month (preferred, not a deal breaker in the short term)

Daily Operations

Manage day-to-day client contact and act as the primary operational point of contact
Monitor incoming client tickets and issues, ensuring timely triage and response
Produce monthly operational and service reports as required
Escalate operational risks and issues requiring management attention
Support incident management, including coordination and client communications
Take ownership of critical client issues, including rare after-hours support
Prepare incident reports and post-incident documentation

Account Maintenance

Track consumption of support hours against retainer limits
Manage engagement economics and financial performance with senior support
Prepare, submit, and track client invoicing and payment follow-ups
Complete service quality and compliance reporting as required

New Business and Growth

Identify and upsell opportunities from the Managed Services Service Catalogue, including overage
Support the preparation of proposals, estimates, and pitch materials for new and existing clients

What we offer you

At EY, we’ll fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. We’re proud to be recognised as the #1 WORK180 Endorsed Employer in the Top 101 Employers for Women 2026. Learn more.

Career development: At EY, your career is yours to shape! We’ll develop you with future-focused skills and equip you with world-class experiences ey.com/au/careerdevelopment
Flexible work arrangements: Our flexible work policies empower you to balance your professional and personal life, fostering a culture of trust and autonomy.
A comprehensive benefits package: From a yearly wellness incentive, to access to additional 8 weeks of flex leave per year, and family-friendly policies, including up to 26 weeks of gender-neutral paid parental leave, we cater to your diverse needs to help you thrive both personally and professionally www.ey.com/au/benefits
Salary: We offer a competitive salary which is open to negotiation pending on skills and experience.

Acknowledgement of Country

EY acknowledges the Traditional Owners and Custodians of the lands on which EY offices are located around Australia. We pay our respects to their cultures, and to their Elders — past, present, and emerging. Find out more about our vision for reconciliation at ey.com/en_au/careers/indigenous

Inclusiveness is core to who we are and how we work together, driving value for our people and for our business. We encourage applications from people of all ages, nationalities, abilities, cultures, sexual orientations, and gender identities and are committed to providing an equitable and barrier free recruitment experience for all. We encourage you to share any support and adjustments you need to be your best and participate equitably in our recruitment process. We understand sharing your needs with us can be daunting, so if you have questions before or during your application, we welcome you to get in touch at contactrecruitment@au.ey.com or +61 3 8650 7788 (option 2). Anything you tell us will be kept completely confidential.

Are you ready to shape your future with confidence? Apply today.

EY | Building a better working world

Our preferred applicant will be required to undertake employment screening by EY or our external third-party provider.