Client Delivery Manager

  • Australia
  • Melbourne
  • Permanent
  • ASAP start | CBD/WFH hybrid

We’re partnering with a growing Managed Service Provider (MSP) to appoint a Client Delivery Manager to take ownership of key customer relationships and ensure the consistent delivery of high-quality IT services.

This is a newly created role, offering the opportunity to shape how client delivery is managed across the business. You’ll play a critical role in building governance frameworks, uplifting reporting standards, and driving a best-in-class customer experience.

If you enjoy working in a fast-paced MSP environment and thrive on creating structure, improving processes, and strengthening client partnerships, this role will give you the platform to make a real impact.

Key Responsibilities

  • Act as the primary point of contact for assigned clients, building strong, trusted relationships
  • Develop and implement governance frameworks, reporting packs, and service processes from scratch
  • Deliver monthly reports and Quarterly Business Reviews (QBRs), providing meaningful insights and recommendations
  • Proactively manage incidents, issues, and problem resolution, including escalations
  • Oversee contract performance, ensuring SLAs and KPIs are met or exceeded
  • Work closely with internal technical teams to ensure seamless service delivery
  • Identify opportunities for service improvement and account growth
  • Support the delivery of smaller projects and continuous improvement initiatives

Skills and experience

  • Proven experience in a Client Delivery Manager, Service Delivery Manager, or Customer Experience role, preferably with an MSP environment
  • Strong understanding of IT Service Management (ITSM) frameworks and tools
  • Experience producing client-facing reporting
  • Demonstrated ability to manage incidents, problems, and escalations effectively
  • Solid understanding of contract management and SLA governance
  • Comfortable operating in a new role with ambiguity, bringing structure and initiative
  • Excellent stakeholder management and communication skills

If you’re ready to take ownership of client delivery and build something from the ground up within a fast growing MSP, we’d love to hear from you.

Apply now

Submit your details and attach your resume below. Hint: make sure all relevant experience is included in your CV and keep your message to the hiring team short and sweet - 2000 characters or less is perfect.