Service Delivery Manager Salary Guide

  • Entry Level $110,000 AUD
  • Mid Level $145,000 AUD
  • Senior Level $180,000 AUD


  • Service Strategy and Management: Leads the development and execution of service delivery strategies, ensuring alignment with customer needs and organisational goals.
  • Team Leadership and Development: Manages and mentors the service delivery team, fostering a culture of excellence and continuous improvement.
  • Customer Relationship Management: Builds and maintains strong relationships with clients, understanding their needs and ensuring high satisfaction levels.
  • Process Improvement and Innovation: Identifies and implements process improvements and innovative solutions to enhance service quality and efficiency.
  • Performance Monitoring and Reporting: Oversees the monitoring and analysis of service delivery performance, reporting on metrics to inform strategic decisions.

Key Skills

  • Strong Leadership and Team Management: Demonstrated ability in leading service delivery teams, promoting teamwork and professional development.
  • Excellent Customer Service Skills: Proven track record in managing client relationships and delivering high customer satisfaction.
  • Advanced Knowledge of IT Service Management (ITSM): In-depth understanding of ITSM principles and practices, ideally with ITIL certification.
  • Effective Communication and Negotiation: Skilled communicator, able to negotiate effectively with clients and stakeholders.
  • Problem-Solving and Analytical Abilities: Aptitude for identifying and solving complex service delivery challenges.

Standard Industry Training

  • ITIL Certification
  • Certified Service Management Professional (CSMP)
  • Project Management Professional (PMP) Lean Six Sigma Green Belt

Interview Questions for IT Service Delivery Manager Candidates

  • Can you describe your approach to managing and improving IT service delivery in a previous role?
  • How do you handle a situation where a client is dissatisfied with the IT service provided?
  • Describe a time when you implemented a significant change in service delivery. What was the outcome?
  • How do you balance client needs with organisational capabilities and limitations?
  • What strategies do you use to motivate and lead your service delivery team?
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