Join a team where innovation meets impact At RTG, we’re transforming industries with cutting-edge IT solutions and a passion for making a difference. Role : The Service Delivery Manager plays a crucial role in ensuring the successful and timely delivery of high-quality IT services to our valued clients. in the education, aged care, and NFP sectors. This role requires a strong blend of technical expertise, project management skills, and exceptional customer service. The ideal candidate will be passionate about leveraging technology to exceed client expectations and drive meaningful outcomes. Your Day-to-Day Adventure will include: Position the customer services team as a trusted advisor to our clients. Oversee the delivery of services to clients and maintain high-performance levels. Lead the implementation of changes to ensure alignment with best practices and drive continuous improvement and efficiency gains through automation and similar tools. Manage service-level agreements (SLAs) to ensure adherence and resolve service delivery issues, conducting root cause analysis and implementing corrective actions. Prepare and present regular service reports and project updates for clients and internal stakeholders that track service performance, identify trends, and inform strategic decision-making. Leverage new tools and technologies to enhance service desk operations, including ticket management systems. Identify opportunities to optimise costs and improve efficiency. Ensure new clients are smoothly onboarded, with clear communication and effective transition of services. Set expectations and establish a strong foundation for ongoing service delivery. Implement and facilitate regular best practice sharing sessions, workshops, and training courses with reference to service delivery. As the successful applicant, you will have: Excellent communication, strategic thinking, problem-solving, and analytical abilities. Familiarity with service delivery methodologies (e.g., ITIL). Strong understanding of IT infrastructure, including networking, servers, desktops, and cloud technologies. Strong leadership and people management skills. Strategic planning and execution capabilities. Customer-focused with a commitment to delivering exceptional service. Education: Bachelor's degree in Business Administration, Information Technology (IT), Education, or a related field (preferred). Certification: Relevant industry certifications (e.g. ITIL, CompTIA, Microsoft) Experience: Proven track record in service delivery, project management, or a similar customer-facing role (5 years). Experience in the education sector is a plus. The role requires travel to customer sites, including interstate locations. What makes this role shine & why join us? We are agile and nimble and provide our people with challenging work whilst providing work-life balance. We are a value-driven organisation and our latest value is ‘constantly developing’ as our culture encourages being curious, open, and reflective and learning and helping others to learn. We embrace diversity and individual talents, strengths, and differences. We listen and give importance to everyone’s views. We care for the well-being of our employees offering EAP assistance, Birthday Leave, novated leasing, salary sacrifice, employee discounts on health and fitness products, electronic items, movie tickets, and many more… Who Are We? RTG (Reflex Technology Group), established in 1985, is an Australian-owned national consulting and services business specialising in technology solutions for education, aged care, healthcare, and not-for-profit sectors. With a focus on enabling meaningful outcomes, RTG partners with clients to deliver innovative strategies, expert solutions, and exceptional support. Driven by a commitment to making a difference, RTG prioritises people over technology, achieving high customer satisfaction through collaboration and impactful results. What’s Next? If you’re ready to take the next step in your career and join a company committed to excellence, apply now Successful candidates will need to undergo a National Criminal History Check and Working with Children Check.