Customer Delivery Manager (ITSM)

Location: Melbourne, Victoria, Australia

Company

hirify.global is a global technology company with a broad PC and print product portfolio and a focus on sustainability, inclusion, and employee development.

What you will do

• Manage day-to-day operations for contracted services across multiple service delivery towers.
• Own service levels, contractual commitments, incident resolution, escalations, and customer service requests.
• Analyze service trends, identify recurring issues, and drive root-cause fixes and proactive service improvements.
• Monitor customer satisfaction, service performance, costs, margins, and financial health across managed accounts.
• Create customer success plans, report KPIs in value reviews, and align delivery priorities with customers.
• Identify upsell and cross-sell opportunities and coordinate handover to Sales.

Requirements

• Seven to ten years of experience, preferably in ITIL/ITSM, business, customer-facing roles, support delivery, or a related field.
• Four-year or graduate degree in Computer Science, Information Technology, Business Administration, or a related discipline, or equivalent experience.
• Strong communication, collaboration, influence, negotiation, conflict management, and business skills.
• Ability to manage complex service delivery situations and work with cross-functional teams.
• Comfort working in a remote, virtual environment and following established processes and methodologies.

Culture & Benefits

• Flexible work environment and supportive team culture.
• Diverse and inclusive workplace with multiple Business Impact Groups.
• Market-leading mentoring program and wellness programs.
• Recognition as a Great Place to Work 2025 employer.
• Gold Level Skilled Workplace Accreditation from Mental Health First Aid Australia.
• Focus on sustainability and opportunities for Aboriginal and Torres Strait Islander people.