NSW Service Delivery Manager

Pro AV Solutions is Australia’s most experienced, respected, and awarded Audio-Visual Integration company, recognised as an industry leader for over 30 years with offices nationwide. We design, integrate, support, and maintain high-quality Audio-Visual systems and solutions across the Corporate, Government, Education, Health, Venue, and Defence sectors. Backed by passion, pride, and an unwavering commitment to excellence, we continually strive to set the benchmark in our industry. In 2025, this commitment was recognised nationally, with Pro AV Solutions named by The Australian as one of the Best Places to Work, 2025.

We are looking for a customer-focused Service Delivery Manager to join our team and take ownership of delivering exceptional service outcomes across a portfolio of managed service customers.

This role is critical in ensuring customers transition successfully from project delivery into long-term managed services, with a strong focus on performance, retention, and lifecycle growth.

Key Responsibilities: 

• Manage day-to-day service delivery for a portfolio of customers
• Own SLA performance, reporting, and continuous improvement
• Lead customer onboarding into managed service environments
• Drive customer satisfaction, retention, and service experience
• Manage contract renewals and proactively plan lifecycle engagement
• Identify risks, opportunities, and service improvements
• Lead service reviews (QBRs) and customer reporting
• Work closely with Account Managers to support growth and expansion

What You'll Bring:

• Experience in Service Delivery, Managed Services, or Account Management
• Strong understanding of SLAs, service performance, and customer environments
• Excellent communication and stakeholder management skills
• Commercial awareness with experience in renewals and retention
• Ability to manage escalations and drive outcomes
• A proactive, customer-first mindset

Why Join Us?

• Be part of a lifecycle-driven organisation focused on long-term customer value
• Work with a collaborative sales and service team
• Opportunity to influence customer experience and service strategy
• Career growth in a high-impact customer-facing role