Service Delivery Manager - ServiceNow Managed Services (Level 2 and Level 3 Support)
About Novabridge
Novabridge is an ANZ ServiceNow Elite partner, delivering implementation, managed services and ongoing platform support to enterprise and government clients across Australia and New Zealand. We back our people: real investment in ServiceNow certifications and career growth, genuinely interesting platform work on a major client account, and a close-knit team where good ideas and follow-through get noticed rather than lost in layers of process.
About the Role
The Service Delivery Manager owns end-to-end delivery of Novabridge's managed services for a single major government client receiving ServiceNow Level 2 and Level 3 support, from onboarding through ongoing service management. The role is accountable for SLA performance, the client relationship and continuous improvement of the managed service, working closely with our technical support teams to keep the client well supported and well informed.
Key Relationships: Government client stakeholders: service delivery meetings, SLA performance, escalations L2/L3 technical support teams: cross-functional issue resolution and escalation.
Key Responsibilities
- Own the end-to-end delivery of managed services for our government client, from onboarding through ongoing service management.
- Lead service delivery meetings with the client, providing clear, professional communication and proactive progress updates.
- Monitor SLA performance for the account, escalate issues with context, and work cross-functionally with technical teams to resolve problems.
- Maintain and continuously improve knowledge bases, process documentation, and the quality management system.
- Represent Novabridge with integrity and professionalism in client interactions. - Lead the major incident process, aligned with government processes.
- Quality and knowledge management function: maintaining knowledge bases, process documentation and the QMS.
- Success Measures SLA/OLA compliance: percentage of incidents and requests resolved within agreed targets Client relationship health: quality of service delivery meetings and client feedback
- Escalation management: timeliness and quality of context provided when escalating to technical teams
- Documentation and QMS quality: currency of knowledge bases, process documentation and the quality management system Professional conduct: consistent, professional representation of Novabridge in client interactions
About You
- At least 3 years of service coordination or service desk leadership experience.
- Strong ability to balance client needs with business priorities and influence stakeholders to positive outcomes.
- Discipline around SLAs, ticketing processes and documentation practices.
- Comfortable using SLA/KPI reporting and dashboards to track performance and drive service improvement.
- Experience managing major incidents, including clear crisis communication and coordinated recovery across technical teams.
- Commercial and budget awareness: understanding the cost impact of service delivery decisions and working within agreed budgets.
- Excellent written and verbal communication: you explain complex things clearly.
- Genuine desire to improve processes and grow technically over time.
Nice to Have
- ServiceNow CAD (ITSM) certification, or equivalent trained and experienced implementer experience.
Must Have
- Must be an Australian Permanent Resident or Australian Citizen (required for security clearance purposes).
- NV1 clearance required.
- ServiceNow CSA (Certified System Administrator) certification.
- ITIL v4 Foundation certification (required); Specialist certification is a bonus.
- Experience delivering service management or managed services within government (public sector) organisations.
Position Snapshot
- Reports to: Practice Manager
- Delivery Employment type: Permanent, full-time Location: Canberra, ACT (on-site 4 days a week)
Sound like you? We'd love to hear from you.
