How to Become a Service Delivery Manager: Australian Careers in Business

1 Course

Displaying 1 of 1 courses

Filters

Clear all

Location

Industry

Study Mode

Payment Option

Qualification

Course Provider

Service Design: Elevate

Service Designers aim to create seamless and efficient service experiences. They holistically look at multichannel customer interactions with your brand. This also involves organising behind-the-scenes resources that enable your service to be delivered – your employees, processes and systems.

This intensive, 100% online Service Design: Elevate course from Academy Xi prepares students to understand, refine and create services, and deliver a thoughtful brand experience. You’ll learn how to use essential service design methods, tools and techniques to create a new service experience, or improve an existing one. You’ll also learn how to conduct industry research; create customer journeys, experience maps and service blueprints; and develop effective and powerful pitches and presentations.

Each week focuses on new techniques and tools that can be applied in existing positions or used to begin a new career. You will complete a portfolio project, gain real-world experience and emerge ready to apply service design principles across a range of industries and disciplines.

This Service Design: Elevate course is ideal for professionals including but not limited to:

Anyone working in a service-oriented role like customer service, financial services, public service, etc. who wants to make better use of their organisation’s resources and improve service delivery
Professionals working in adjacent disciplines like UX, CX or Business Design and looking to expand their skill set and boost career prospects
Entrepreneurs and small business owners who want to set their business apart by offering exceptional service delivery
Anyone who wants to learn practical Service Design skills that they can apply right away

Online

Advertising or Marketing Professional, Entrepreneur, Product Developer, Service Delivery Manager, Service Designer, Service Manager, Startup Founder, UX Designer

Price may vary

6 months, 60-80 hours total

On this page

What is a Service Delivery Manager?

What will I do?

What skills do I need?

Resources

What is a Service Delivery Manager?

The role of a Service Delivery Manager is pivotal in ensuring that services are delivered efficiently and effectively to clients. This career is centred around managing the delivery of services, often within the information and communication technology (ICT) sector, but applicable across various industries. Service Delivery Managers act as the primary point of contact for clients, ensuring that their needs are met and that services are aligned with their expectations. They play a crucial role in maintaining client satisfaction and fostering long-term relationships, which are essential for business success.

In this dynamic position, Service Delivery Managers are responsible for overseeing the entire service delivery process. This includes analysing client requirements, coordinating with internal teams, and ensuring that services are delivered on time and within budget. They are also tasked with developing and implementing service delivery strategies, monitoring performance metrics, and identifying areas for improvement. By effectively managing resources and processes, they ensure that the services provided not only meet but exceed client expectations.

Common tasks for a Service Delivery Manager include conducting regular meetings with clients to discuss service performance, preparing reports on service delivery metrics, and addressing any issues that may arise. They also collaborate with technical teams to ensure that service levels are maintained and that any technical challenges are resolved promptly. Additionally, they may be involved in training and mentoring staff to enhance service delivery capabilities, ensuring that the team is well-equipped to meet client needs.

Overall, a career as a Service Delivery Manager is both rewarding and challenging, offering opportunities for professional growth and development. With the increasing reliance on technology and the need for exceptional service in today’s competitive landscape, the demand for skilled Service Delivery Managers continues to grow. This role not only allows individuals to make a significant impact within their organisations but also provides the satisfaction of contributing to client success and satisfaction.

Career snapshots For Service Delivery Managers

The role of a Service Delivery Manager is pivotal in ensuring that services are delivered effectively and efficiently to clients. This position typically requires a blend of technical knowledge and strong interpersonal skills, making it a vital part of many organisations, particularly in the Information and Communication Technology (ICT) sector.

Average Age: 44 years
Gender Distribution: 23% female, 77% male
Average Hours Worked: 43 hours per week (94% work full-time)
Average Salary: AU$104,590 per year
Unemployment Rate: N/A
Current Employment: Approximately 9,300 individuals in this role
Projected Growth: N/A

Service Delivery Managers are essential in various industries, including professional services, financial services, and telecommunications. Their responsibilities often include managing service delivery processes, ensuring client satisfaction, and overseeing the implementation of technology solutions. As the demand for skilled professionals in this area continues to grow, pursuing relevant education and training can enhance career prospects in this field.

Source: ABS, 2021 Census of Population and Housing.

What will I do?

A Service Delivery Manager plays a crucial role in ensuring that services are delivered effectively and efficiently to clients. They act as the primary point of contact for clients, managing service delivery processes and ensuring that client needs are met. This position requires a blend of technical knowledge, project management skills, and strong communication abilities to coordinate between various teams and stakeholders. Day-to-day, a Service Delivery Manager is involved in a variety of tasks that contribute to the smooth operation of services and the satisfaction of clients.

Analyse information needs – Assess and specify technology solutions to meet client requirements.
Formulate ICT strategies – Develop and direct information and communication technology strategies, policies, and plans.
Oversee ICT operations – Manage the selection and installation of ICT resources, ensuring they align with business needs.
Provide user training – Direct and facilitate training sessions for users to enhance their understanding of ICT systems.
Set operational priorities – Establish priorities between system developments, maintenance, and operations to optimise service delivery.
Ensure system security – Oversee the security measures of ICT systems to protect sensitive information.
Conduct recovery exercises – Lead recovery exercises and document all steps and progress for client reporting.
Maintain client relationships – Serve as the main contact for clients, addressing inquiries and ensuring their needs are met.
Prepare formal reports – Create detailed reports post-exercises to inform clients of outcomes and improvements.
Collaborate with teams – Work closely with technical teams to ensure seamless service delivery and resolve any issues that arise.

What skills do I need?

A career as a Service Delivery Manager requires a diverse set of skills that blend technical knowledge with strong interpersonal abilities. Professionals in this role must possess a solid understanding of information and communication technology (ICT) systems, as they are responsible for overseeing the delivery of services and ensuring that client needs are met effectively. Key skills include operations management, project management, and familiarity with frameworks such as ITIL. Additionally, strong analytical skills are essential for assessing information needs and formulating strategies to enhance service delivery.

Beyond technical expertise, effective communication and people management skills are crucial for a Service Delivery Manager. They must be able to liaise with clients, understand their requirements, and translate these into actionable plans for their teams. Leadership qualities are also important, as they often oversee teams and coordinate efforts across various departments. A successful Service Delivery Manager is not only adept at managing resources and processes but also excels in building relationships and fostering a collaborative work environment.

Skills/attributes

Strong communication skills
Project management expertise
Knowledge of IT service management frameworks (e.g., ITIL)
Problem-solving abilities
Customer relationship management
Team leadership and management
Analytical thinking
Technical proficiency in relevant technologies
Ability to manage multiple tasks and priorities
Understanding of service delivery processes
Negotiation skills
Adaptability and flexibility
Conflict resolution skills
Attention to detail
Strategic planning capabilities

Resources

NATIONAL

QLD

VIC

ACT

TAS

CourseFinder makes every effort to ensure the information we provide is correct at the time of publication. We welcome your input to help keep our career profiles as accurate and up to date as possible. All queries and feedback will be taken into consideration as we conduct periodic reviews of our content. Add your voice to the conversation!

How to Become a Service Delivery Manager: Australian Careers in Business

What is a Service Delivery Manager?

Career snapshots For Service Delivery Managers

What will I do?

What skills do I need?

Skills/attributes

Resources

Career Outcomes