Delivery Manager -Applications Managed Services

Delivery Manager -Applications Managed Services Location: Australia – Preference to candidates in Sydney, Adelaide or Melbourne Employment Type: Permanent Salary: Negotiable, based on skills & experience Role Type: Perm / Hybrid work model with 2 days in office.

Wild Tech is growing, and we’re looking for a Delivery Manager – Applications Managed Services to join our Managed Services division. This is a customer-facing leadership role with direct accountability for the successful delivery of managed application services across an assigned portfolio of customers. The role owns the ongoing service relationship, governance rhythm, SLA performance, reporting commitments, delivery coordination, commercial control, and service quality for that portfolio—ensuring Wild Tech delivers the managed service contract as committed while maintaining a structured, proactive, and well-governed service. The role also leads and manages the delivery team supporting the portfolio (local, remote, and mixed resources), ensuring the team is aligned, accountable, and operating effectively.

About Wild Tech Wild Tech is an Australian-owned technology solutions provider delivering business-centric cloud application solutions. We partner with customers across key industries to implement, integrate and support modern platforms—backed by a culture that values collaboration, integrity, transparency and practical problem-solving.

Key responsibilities • Hold direct accountability for the successful delivery of managed application services across an assigned portfolio of customers, act as the primary operational owner of the live managed service. • Build trusted relationships with customer stakeholders and represent Wild Tech professionally in customer-facing engagements (remote and in-person as required), maintaining visibility of commitments, risks, issues, actions, dependencies, and service performance. • Own the service governance operating rhythm (weekly/monthly/quarterly as required), lead service reviews and operational check-ins, and hold accountability for meeting agreed SLA and service performance commitments across the portfolio. • Oversee the day-to-day managed service across ERP, CRM, and business applications in scope, ensuring incidents, requests, recurring issues, service actions, release/version activity, administration, vendor coordination, and service improvement work are delivered effectively through the live support model. • Lead and manage the delivery team supporting the portfolio (local, remote, and mixed resources), providing direction, workload oversight, and day-to-day leadership; maintain visibility across capacity, competing priorities, and delivery pressure while driving service quality and continuous improvement. • Receive new services into operation from sales and project teams; coordinate onboarding of new customers and project-to-BAU handover, ensuring services are supportable and that required documentation, boundaries, contacts, workflows, and operational readiness artefacts are in place. • Maintain commercial and operational control of the service: manage budget and performance against the commercial model, actively manage hours/effort/user counts in line with billing, identify scope drift or billing risks early, support renewals/service changes, and identify service uplift opportunities for the appropriate commercial owner.

Service governance, SLA accountability, and reporting • Own the day-to-day operating rhythm for assigned customers across weekly, monthly, and quarterly governance as required. • Hold accountability for meeting agreed SLA and service performance commitments across the customer portfolio; monitor trends closely and take action where delivery is tracking below target. • Lead regular service reviews, governance meetings, and operational check-ins in line with the agreed service model. • Own end-to-end customer service delivery reporting commitments, including preparation, quality control, communication, and follow-up of agreed reporting outputs. • Manage service actions, risks, escalations, and ongoing service improvement across the customer portfolio. • Ensure the agreed ITSM and governance model is applied consistently across the service. Delivery ownership and coordination • Coordinate delivery across the Applications Support Team, Delivery Manager – Infrastructure and Modern Work, Service Desk Team Lead, and other internal stakeholders as required. • Maintain frequent coordination with project teams to ensure customer requirements are managed smoothly and consistently across BAU and project delivery. • Ensure incidents, requests, recurring issues, and service actions are managed effectively through the live support model. • Coordinate cross-team activity where customer issues span applications, infrastructure, project teams, or third-party vendors. • Escalate delivery risks early and drive actions required to protect service outcomes and customer commitments.

Team leadership • Lead and manage the relevant delivery team supporting the assigned customer portfolio, including local, remote, and mixed delivery resources. • Provide direction, accountability, workload oversight, and day-to-day leadership across the team; drive consistency, ownership, and service quality. • Maintain visibility across team capacity, competing priorities, and delivery pressure, balancing BAU support demand with improvement work and project dependencies. • Support performance management, team development, and capability growth within the application managed services function.

Transition and service readiness • Coordinate onboarding of new customers into the managed application services model, including service model alignment and operational onboarding activity. • Coordinate project-to-BAU handover and ensure services are supportable before transition into live operation. • Ensure required documentation, support boundaries, contacts, workflows, and operational readiness artefacts are in place before service commencement. • Maintain onboarding records, handover artefacts, and operational controls to support consistent delivery.

Commercial and operational control • Manage the service budget and track performance against the agreed commercial model. • Ensure hours, effort, and user counts are actively managed, communicated, and controlled in line with the relevant billing model. • Identify overrun, underutilisation, scope drift, and billing-risk issues early and address or escalate them. • Own operational readiness for renewals, service changes, and commercial updates, ensuring impacts on delivery are understood and managed. • Identify service uplift opportunities and hand them to the appropriate commercial owner.

Additional requirements • Customer-facing role involving regular interaction with customer stakeholders. • Remote and in-person engagement depending on customer needs and service commitments. • Some travel may be required for customer meetings, service reviews, onboarding activity, and delivery oversight.

Key performance indicators (KPIs) • Managed application services are delivered successfully across the assigned customer portfolio. • SLA and service performance commitments are met consistently. • Customers receive a structured, proactive, and well-governed service experience. • Reporting and governance commitments are delivered on time and to a high standard. • Delivery teams are aligned, managed effectively, and operating with clear accountability. • New customers and completed projects are transitioned cleanly into live support. • Commercial performance, effort, and service scope are actively controlled. • Service risks, recurring issues, and improvement opportunities are identified early and managed properly.

What we’re looking for • Proven experience in a service delivery, delivery management, managed services, or service management leadership role (experience outweighs formal education). • Experience owning delivery across a defined customer portfolio, with strong organisational discipline, follow-through, and operational service ownership. • Strong understanding of SLA management, service performance accountability, escalations, governance, and reporting; comfortable leading customer governance meetings. • Experience leading and managing direct delivery teams across local, remote, or mixed working environments, balancing capacity and competing priorities. • Strong commercial awareness, including scope control, effort management, and service budget visibility. • Experience working with ITSM / service desk platforms and structured service management processes; strong communication skills and confidence in customer-facing environments (remote and in-person).

Preferred experience (highly regarded) • Application Managed Services, ERP/CRM support, or business systems support. • Vendor and third-party coordination. • Transitioning project outcomes into BAU support.

Professional certifications (desirable) • ITIL v4 certification preferred (or equivalent service management certification). • Project or service delivery management certification desirable (e.g., PRINCE2 Foundation/Practitioner, PMI-PMP). • Agile/Scrum certifications (e.g., CSM, SAFe) advantageous where application teams operate in Agile delivery models. Experience required • 5–10+ years’ experience in service delivery, managed services, and/or application support leadership. • Proven ownership of customer portfolios, SLA performance, governance and reporting, and strong commercial/operational accountability. • Acceptable for the successful candidate to have no degree where there are deep Application Managed Services experience, strong customer-facing delivery background, and relevant certifications (e.g., ITIL).

Communication responsibilities • Attend and participate in team/company activities, meetings, and day-to-day work activities, demonstrating respect and consideration for individuals, their differences, experiences, and expertise. • Communicate proactively, effectively, and constructively with team members, colleagues, customers, and suppliers. • Be aware of and communicate opportunities for business development and improvement in policies, procedures, and practices. • Actively work with and support other team members and colleagues to achieve business goals.

Works closely with • Delivery Manager – Infrastructure and Modern Work • Service Desk Team Lead • Applications Support Team Lead • Project teams • Commercial/account stakeholders • Customer stakeholders and third-party vendors

Why join Wild Tech? At Wild Tech, we’re passionate about helping organisations unlock the full potential of their technology investments. You’ll be part of a collaborative team that values accountability, innovation, and customer success.

How to apply If you’re ready to take ownership of customer outcomes and lead a high-performing team, we’d love to hear from you. Please submit your resume outlining your relevant skills and suitability for the role to jaclyn@wild-tech.com.au. No agencies please.