Service Delivery Manager (Projects)

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we’re committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you’ll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

This is a full-time position (38 hours per week), Monday to Friday. Overtime is required at times, paid at penalty rates. The role is hybrid, working between the office, client site and home, with occasional interstate travel. We are looking for candidates in the Newcastle, NSW or Brisbane, QLD areas, however location is flexible.

What is the role

We are currently on the hunt for an experienced Service Delivery Manager (Projects) with a background working for an IT Systems Integrator or Managed Service Provider. The role is responsible for leading the Projects team, to deliver successful, timely, and budgeted projects, ensuring client satisfaction and fostering collaboration.

The duties and responsibilities for the role may include but are not limited to the following:

• Provide leadership and support to the APAC Project team.

• Collaborate with PMs, operations, and solutions teams for strategy and process standardisation.

• Direct and monitor project staff to ensure timelines and budgets are met.

• Identify project risks/issues and implement mitigation strategies.

• Serve as escalation point for team members.

• Act as primary contact for project stakeholders.

• Partner with Pre-Sales to plan resources and pipeline.

• Optimize resource allocation based on priorities and skill sets.

• Report project metrics to leadership and stakeholders.

• Mentor and guide team members for continuous improvement.

• Conduct performance reviews and manage team behavior.

• Oversee recruitment, onboarding, and exit processes.

• Approve leave and manage resourcing for coverage.

• Ensure consistent quality of services and operational compliance.

• Oversee project planning, execution, and delivery to meet client expectations.

Who we are looking for

We are looking for a motivated and experienced Project team leader, to bring their knowledge to improve our delivery for both stakeholders and clients.

• 5+ years of previous management experience in project engineering or technical project delivery.

• Relevant technical background

• Quals and Strong experience in Windows Server Operating Systems, Active Directory, Group Policy, DNS, Exchange, Office 365 and virtualization technologies.

• Project Management background

• Delivery of projects nationally and/or APAC wide

• Proven experience working with presales and engineering on seamless project delivery

What we offer

• A friendly team environment with a strong technical support network

• Broad range of options for training and developing your IT skills

• Opportunity to work with the IT industry's latest technologies

• Internal career growth for high performers and IT super-stars

• Cost price on products from our suppliers

• Lunches and snacks provided (Newcastle and Brisbane office)

• Gym membership (Newcastle only)

• Comprehensive Employer Assistance Program

• Bonuses and incentives for upskilling

• Referral bonus

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