We’re not your typical service team. We’re proactive, people-first, and outcomes-driven and we’re looking for a hands-on Service Delivery Manager to lead operational delivery across a portfolio of high-value accounts. You’ll be the trusted point of contact for some of Australia’s most recognised enterprise and government clients, driving SLA performance, resolving issues before they escalate, and turning service insights into meaningful improvements. Working closely with Account Managers, Solutions teams, and internal delivery units, you’ll play a key role in ensuring client satisfaction, retention, and in-contract growth. If you’re a natural relationship builder with a passion for operational excellence, we’d love to hear from you.
About Orro
We’re an Australian success story, now close to 500 people strong, delivering secure, end-to-end digital solutions across cloud, collaboration, cyber security, data services and network infrastructure, all backed by over 20 years of experience. Trusted by some of Australia’s biggest brands, Orro leads the way in designing, building and operating digital infrastructure that delivers greater efficiency, agility, performance and resilience. Our solutions take the stress out of tech for more than 400 businesses and over 20 million Australians every single day.
Our mission? To create “future now” solutions making it faster, simpler and safer for people to access, store and share information, wherever they are and whoever they’re with. But more than that, we know that real impact comes from connecting people, not just machines. That’s why we take the time to understand our clients; how they work, what matters to them, and where they’re headed so we can deliver not just what they need today, but what they’ll need next.
With offices in Sydney, Melbourne, Canberra, Brisbane and Perth, and teams across New Zealand, the Philippines and the UK, Orro is known for delivering future-ready solutions, backed by deep expertise, genuine human insight and lasting partnerships.
What You’ll Be Doing
As a Service Delivery Manager at Orro, you’ll be the driving force behind exceptional service experiences for our customers. Acting as the key operational contact for your assigned accounts, you’ll ensure everything runs smoothly; meeting SLAs, resolving issues before they escalate, and turning service insights into real improvements. You’ll build trusted relationships with clients, becoming their go-to person and internal advocate, while partnering closely with Account Managers, Solutions teams, and delivery specialists. Your work will directly shape customer satisfaction, retention, and in-contract growth, making you a critical part of Orro’s ongoing success.
Service Delivery & Governance
- Lead end-to-end service delivery across assigned accounts, ensuring SLAs are met, performance stays on track, and contractual obligations are fulfilled in partnership with Account Managers and Commercial.
- Own operational governance, including monthly reporting, trend analysis, and running service reviews that surface insights and drive action.
- Manage escalations with clear resolution paths and well-communicated updates, while proactively addressing root causes through Service Improvement Plans (SIPs)
Client Relationships & Advocacy
- Build strong working relationships with client stakeholders at the operational level—be the person they trust and turn to.
- Act as the internal voice of the customer, advocating for their needs across teams.
- Stay alert to dissatisfaction or early warning signs, and implement strategies to retain and rebuild trust
In-Contract Renewals & Growth
- Lead the coordination of in-contract renewals, ensuring service alignment continues seamlessly.
- Identify upsell or expansion opportunities during the contract lifecycle and partner with Sales and Solutions to bring them to life.
- Track and articulate the business value being delivered to every customer you manage.
Service Management Excellence
- Continuously improve the service delivery framework, ensuring consistency, quality, and alignment with ITIL practices across Incident, Problem, Change, and Request Management.
- Maintain accurate operational documentation and lead initiatives that reduce complexity, improve efficiency, and enhance the customer experience.
What You’ll Bring
Experience
- 5+ years in a service delivery, service management or similar customer-facing role in a managed services or IT environment.
- Proven experience managing SLAs, governance reporting, and in-contract renewals.
- Hands-on familiarity with ITIL processes (ITIL Foundation certification required).
- Understanding of enterprise IT infrastructure, cloud (Azure, M365), cyber services (e.g. Microsoft Sentinel, Managed SIEM), and networks (e.g. Meraki, Fortinet, SD-WAN).
- Project management certification (e.g. PRINCE2, PMP) or experience managing service delivery projects is a plus.
Skills & Attributes
- A natural relationship builder who can lead conversations with confidence and empathy.
- Strong communication and reporting skills—you can translate complexity into clarity.
- Commercially aware with a good grasp of contracts, renewals, and value-driven delivery.
- Always solutions-focused, you’re the type to roll up your sleeves and make things happen.
Even if you don’t tick every box, don’t let that hold you back. If this sounds like your kind of challenge, we’d genuinely love to hear from you.
Why Orro?
At Orro, we’re proud to support our people and the people who matter most to them in meaningful and inclusive ways. From public holiday swaps that embrace family and cultural diversity, to generous parental and caregiver leave, flexible work options, and company-wide mentoring, we’re here to help you thrive at every stage of life. We also invest in the future through our Emerging Leaders Development Program, nurturing the next generation of talent from within. On top of that, you’ll enjoy 3 days of paid volunteer leave each year, novated leasing, employee discounts, and full access to our wellbeing platform packed with expert fitness plans, nutrition tips, and tools to help you feel your best, inside and out.
*Note: The role is subject to state and federal police background checks.
Recruitment agencies: We’ve got this one covered! We’re excited to connect directly with great talent, so we won’t be engaging recruitment agencies for this role. Thanks for understanding!