Service Delivery Manager

Salary: $110,000 – $140,000 per year

About Health IT

Health IT has been the dedicated IT partner for medical practices across Queensland for over 20 years. We're not a generalist MSP that happens to have a few healthcare clients…. healthcare is all we do. Our clients trust us to keep their practices running, their data secure, and their teams productive, so they can focus on what matters: patient care.

We run on EOS (Entrepreneurial Operating System), which means clear accountability, real metrics, and a team that knows exactly what winning looks like.

About the role

We're looking for a Service Delivery Manager to lead our service delivery function and own the outcomes our clients experience every day.

Reporting to the General Manager, you'll lead a team of technical staff, drive SLA and CSAT performance and set the standard for what great IT support looks like in a healthcare setting.

This is a hands-on leadership role. You'll be close enough to the work to know what's happening, and strategic enough to keep improving how it's done.

Key responsibilities

• Leading, coaching, and holding accountable a team of service delivery professionals

• As a member of the leadership team you will be part of creating and executing on the company strategy, bringing to the table your ideas and problem solving capabilities

• Owning SLA compliance and CSAT performance across all clients

• Overseeing escalation management, first call resolution, remote and onsite support

• Driving resource efficiency through training, process improvement, automation, and AI tooling

• Implementing QA processes including ticket audits, SOPs, and continuous improvement cadences

• Serving as the highest point of technical escalation for complex issues, with a focus on root cause and permanent fixes

• Building your team's technical capability through structured development, coaching, and knowledge sharing

About you

• Proven experience leading a service delivery or operations team in a Managed Services environment

• Strong grasp of service desk operations, SLA management, and how to drive client satisfaction

• A people leader who coaches, develops, and holds their team accountable, not just manages tickets

• Comfortable working in a metrics-driven, structured business

• Familiarity with healthcare-specific systems (Genie, Best Practice, MedicalDirector) is highly regarded

Why Health IT

We're a close-knit team that takes our work seriously, but we don't take ourselves too seriously. Our values say it better than a benefits list:

• Collective Effort — Our success is built on all our geekiness, skill, enthusiasm and commitment to the team. We are stronger together. No one delivers alone.

• Best Outcome — Outcomes, delivered skillfully drive us. We don’t believe in “band-aid solutions” to serious problems.

• Understand the Environment —We get that sometimes there is a need for an ambulance and sometimes there is a need for a care plan.

• Better than Yesterday — Whether it be technical skill, how we engage or communicate, we intentionally seek to get better at what we do.

If you want a role where your leadership shapes real outcomes for your team, for our clients, and for the business then this one's worth a look.