Wolfe Systems is a growing Managed Services Provider focused on delivering reliable, secure and well-engineered technology environments for Australian businesses. We are looking for a Service Delivery Manager to take ownership of our service desk operations and ensure our customers receive consistently high-quality support. This role is ideal for someone who enjoys running an organised, high-performing service team , improving processes and systems, and ensuring customers receive fast, reliable and professional support. Importantly, this role focuses on service delivery and operational leadership , not deep technical engineering. Our engineering team is responsible for platform design and technical architecture — your role is to ensure the service operation around it runs smoothly and effectively. The Role As Service Delivery Manager, you will oversee the day-to-day operation of our service desk and ensure our support processes, systems and team operate effectively. You will be responsible for managing service performance, ensuring SLAs are met, improving operational processes and supporting the development of the support team. You will also work closely with technical leadership, sales and customers to ensure our services are delivered consistently and professionally. Key Responsibilities Manage the day-to-day operation of the service desk and support team Ensure support requests are triaged, assigned and resolved efficiently Monitor ticket queues, workload distribution and service desk capacity Ensure response and resolution targets are consistently achieved Act as a senior escalation point for service delivery issues Maintain and optimise service desk systems including PSA workflows and support channels Develop and maintain service delivery processes and operational standards Lead the support team through coaching, performance management and development Coordinate resources across support and project work Produce regular service delivery reporting and operational insights Identify recurring issues and drive continuous service improvements Maintain strong relationships with customers and ensure clear communication during service events What we're looking for Experience managing service delivery within an MSP or IT services environment Strong understanding of service desk operations and ticket lifecycle management Experience working with PSA or service management platforms Strong leadership capability and experience managing technical teams Ability to manage competing priorities in a fast-paced environment Excellent communication and customer relationship skills Strong organisational and operational management capability You do not need to be the most technical person in the room — but you do need to understand how technical teams operate and how to run a structured service environment. About Wolfe Systems Wolfe Systems provides managed technology services, infrastructure solutions and strategic IT support to Australian businesses. Our focus is on building well-structured, reliable environments and long-term customer partnerships , supported by a strong internal culture of accountability, professionalism and continuous improvement. We are growing and investing in building a mature service organisation with clear roles, strong processes and opportunities for leadership and development. Why Join Wolfe Systems Leadership role within a growing MSP Opportunity to shape and improve the service delivery function Work alongside a strong engineering team Competitive salary and career progression opportunities Perth-based team with strong technical culture Apply If you enjoy building well-run service teams, improving operational systems and delivering excellent customer outcomes, we would love to hear from you. Please submit your resume and a brief cover letter outlining your experience in service delivery management.
