Service Delivery Manager

Job Requisition ID: 41183 

SAP/UKG Service Delivery Manger | Operate | Sydney

 

• Be part of market-leading projects with global scale and complexity

• Mentoring, coaching and leadership programs to help you make an impact that matters

• Belong to a workplace that values diversity, equity and inclusion

 

We are seeking a talented Service Delivery Manager to join our Operate team based in Perth. This is a permanent role that will support you in growing your career, working across a number of exciting client projects and an opportunity to be part of a market-leading team. As the Service Delivery Manager, you are responsible for managing delivery across all SAP SuccessFactors modules, such as Employee Central (EC), Recruitment Management (RCM), Onboarding (ONB), Learning Management System (LMS), and UKG. Your scope encompasses all ITSM processes, including Incident Management, Service Request Management, Problem Management, and Change & Release Management. Additionally, you oversee all support tiers involved in AMS, ranging from Level 2 to Level 4 where applicable, including vendors and partners.

 

What will your typical day look like?

 

• Check SLAs, KPIs, ticket trends, backlog, and system stability to ensure everything is running smoothly and proactively spot risks.
• Align Level 2–4 support teams, partners, and stakeholders to ensure issues are progressing and delivery is on track.
• Run operational calls or governance meetings, communicate service performance, risks, and translate technical issues into business impact.
• Oversee major incidents, ensure quick resolution, coordinate responses, and follow up with root cause analysis.
• Review upcoming changes/releases, ensure proper testing, risk assessment, and smooth implementation.
• Check team capacity, ticket volumes, and adjust resourcing or escalate gaps where needed.
• Make sure ITSM processes are followed correctly and knowledge documentation stays accurate and useful.

 

About the team 

 

The team is a multi-level (L2–L4), cross-functional group of internal members and external vendors, with expertise across SAP SuccessFactors and UKG. It operates within ITSM processes, collaborates closely, and focuses on quality, knowledge sharing, and continuous improvement while flexing resources based on demand.

 

Enough about us, let’s talk about you.

 

You may have all or some of the following skills / experiences: 

 

• Working experience with SAP SuccessFactors and/or UKG systems
• Strong client-facing communication and stakeholder management skills
• Knowledge of change and release management, including testing and risk assessment
• Proven ownership of end-to-end service delivery, including performance, stability, and outcomes
• Strong experience with ITSM processes (Incident, Problem, Change, Service Request Management)
• Ability to manage and improve SLAs and KPIs, including taking corrective actions
• Experience handling major incidents and escalations with effective coordination and resolution
• Demonstrated focus on continuous improvement, including resolving recurring issues and driving automation
• Experience in managing team capacity, workload, and resource alignment
• Experience maintaining knowledge bases, documentation, and service quality standards

 

Why Deloitte?

 

At Deloitte, we focus our energy on interesting and impactful work. We’re always learning, innovating and setting the standard; making a positive difference to our clients and our society. We put coaching at the heart of what we do, helping our people grow their careers in any direction – whether it be up, moving into something new, or even moving across the world.

   

We embrace diversity, equity and inclusion. We have a diverse collection of people from different backgrounds, with different experiences, gender identities, abilities and thinking styles. What binds us together is a shared commitment to value everyone’s perspective and to cultivate inclusion; so that our work environment is a safe space we can all belong.  

 

We value in-person connection with our clients and our colleagues. We offer several ways for you to work flexibly so that you can serve your clients, stay connected with your team, and manage your personal priorities.

 

We help you live and work well. To support your personal and professional life, we offer a range of perks and benefits, including retail discounts, wellbeing leave, paid volunteering days, twelve flexible working options, market-leading parental leave and return to work support package.  

 

 Next Steps  

Sound like the sort of role for you? Apply now, we’d love to hear from you!  

 

 

 By applying for this job, you’ll be assessed against the Deloitte Talent Standards. We’ve designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.  

 

 

 

 

 

 

By applying for this job, you’ll be assessed against the Deloitte Talent Standards. We’ve designed these standards so that you can grow in your career, and we can provide our clients with a consistent and exceptional Deloitte employee experience globally. The preferred candidate will be subject to background screening by Deloitte or by their external third-party provider.