Our Client is a leader in IT Solutions and is looking for an experienced Service Delivery - Account Manager to join their growing team. Melbourne Location (Ringwood) Hybrid Working Environment A business with year-on-year growth Are you an experienced IT professional passionate about driving exceptional service delivery while building strong client relationships? Our client, a leader in IT solutions, is seeking a Service Delivery/Account Manager to join their dynamic team. This role is integral to their Service Delivery team, ensuring client satisfaction and fostering continuous improvement. About the Role The Service Delivery/Account Manager plays a critical role in delivering IT services to an established client base. With a focus on people, processes, and relationships, this role involves: • Supporting the Service Delivery team to meet and exceed SLA expectations. • Acting as a key point of contact for client stakeholders, building trust, and providing strategic direction. • Developing IT health reports, managing client meetings, and identifying improvement opportunities. • Overseeing technical standards, resource allocation, and project management. • Driving process improvements and automation to enhance service efficiency. Key Responsibilities: • Service Delivery Excellence: Ensure outstanding client satisfaction by supporting the Service Delivery team in meeting SLA expectations and achieving operational success. • Client Engagement: Conduct quarterly meetings, present IT health reports, and collaborate with clients to develop tailored solutions. • Technical Leadership: Maintain technical standards, ensure accurate client documentation, and oversee the development of technology offerings. • Strategic Contribution: Support the strategic development of technology solutions, both for clients and internally. • Team Culture: Foster a positive work environment, uphold company values, and contribute to continuous improvement initiatives. Required: • A Bachelor’s degree in IT, Computer Science, or equivalent experience. • At least five years of experience as a Service Delivery Manager or Senior Account Manager within an IT service provider. • Proven ability to influence and guide team performance without direct managerial responsibility. • Current Working With Children’s Check, NDIS Check, and Police Check (or willingness to obtain). Preferred: • Experience with tools such as HaloPSA, Ninja RMM, IT Glue, or Datto Commerce.