Monvia is a fast‑growing technology company helping life insurers modernise claims, policy, and digital experiences. We value collaboration, innovation, and people who want to grow their careers while making a real impact.
Applications close on Friday, 10th April 2026.
Job Description
Role:
Monvia is seeking an experienced Service Delivery Manager (SDM) who will be responsible for ensuring the efficient delivery of software services to clients using ITIL methodology. The role requires strong leadership, stakeholder management, and operational oversight to meet SLAs, KPIs, and client expectations.
Manage end-to-end service delivery for ITIL software operations, ensuring adherence to SLAs, OLAs, and KPIs.
Act as the primary point of contact for clients regarding service performance, escalations, and resolution management.
Coordinate with cross-functional teams including operations, technical support, and process teams to ensure timely service delivery.
Monitor, analyse, and report on service performance, identifying trends, risks, and opportunities for improvement.
Drive continuous improvement initiatives, process optimization, and cost-efficiency measures.
Lead and mentor service delivery teams to ensure high performance, motivation, and adherence to company standards.
Ensure compliance with organizational policies, industry standards, and regulatory requirements.
Collaborate with sales and account management teams to support contract renewals, expansions, and new opportunities.
Desired Skills and Experience
Desired Skills:
Comprehensive understanding of IT-enabled services (BPO, ITSM, KPO, or similar operations).
Excellent client relationship management and communication skills.
Strong analytical, problem-solving, and decision-making abilities.
Ability to manage multiple priorities and teams in a dynamic environment.
Extensive experience with ITIL frameworks, service management tools, and reporting dashboards.
Leadership skills to manage, mentor, and motivate teams effectively.
Must Have:
Recent experience (ideally within the last 2 years) in applications support, is required.
Strong understanding of the Software Development Life Cycle (SDLC) and a proactive approach are essential.
Adept at respectful challenge while remaining polished and professional.
Remaining calm under pressure.
Lateral thinking and commercial awareness, with agility to analyse processes and drive continuous improvement.
Consulting experience preferred over an exclusively internal corporate background.
Should display dedication and commitment beyond simply adhering to standard working hours.
Qualifications & Experience:
Bachelor’s degree in IT, Business Administration, or related field.
5–10 years of experience in ITIL service delivery, with at least 2–3 years in a managerial role.
Proven track record of managing service delivery in multi-client environments.
Experience with SLA management, operational reporting, and client escalations.
ITIL certification is a plus.
3 days onsite in Sydney.
If you believe this role is a good fit, please click “Apply” and submit your CV. We look forward to your application.
