Service Delivery Lead

As a high-performing Service Delivery Lead at Mivada, you will be responsible for championing the end-to-end success of the Application Managed Services (AMS) portfolio. Your role will involve becoming the trusted advisor to a portfolio of post-implementation customers, driving strategic outcomes, operational excellence, and long-term partnership value. You will serve as the operational backbone of the service management function, ensuring dependable, scalable, and measurable service delivery aligned with ITIL best practices. This position is ideal for individuals who excel at customer success, delivery governance, and team leadership. Key Responsibilities: - Customer Success & Delivery Excellence: - Strategic Account Ownership: Serve as the primary point of contact for AMS clients, ensuring their ERP investment aligns with their business priorities. - SLA & Performance Governance: Monitor service delivery performance against SLAs, proactively identify risks, resolve constraints, and maintain consistent 'Green' account health. - Quality Assurance: Lead Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs), presenting insights, performance metrics, and strategic recommendations. - Incident & Problem Management: Oversee triage for complex incidents, ensuring high-quality Root Cause Analysis and permanent resolutions from both onshore and offshore teams. - Change Management: Handle changes end-to-end, including planning, approving, implementing, and reviewing changes to IT services to minimize risk and disruption. - Engagement Management: - Change Request: Scope, plan, and govern small-scale project work and ongoing enhancements within your accounts. - Enhancements: Scope, plan, and oversee small-scale projects, enhancements, and service improvements within client accounts. - Leadership & Collaboration: - Operational Orchestration: Maintain a consolidated view of account KPIs, budgets, risks, and reporting across your portfolio. - Service Efficiency: Drive high-velocity ticket resolution and enforce operational standards across the AMS team. - People Leadership: - Lead and mentor a young, diverse, and ambitious global AMS team, creating clarity, structure, and growth pathways. - Build a culture of accountability, ownership, and continuous improvement. - Coach team members on managing escalations, prioritizing workloads, and refining their consulting skills. - Maintain effective communication rhythms, handover processes, and aligned expectations across time zones. Requirements: - Skills & Experience Required: - 10+ years' experience in Application Managed Services or IT Service Management. - Service Management Mastery: Thorough understanding of ITIL principles and experience working within global/offshore support models. - Executive Stakeholder Management: Exceptional communication and advisory skills with a track record of influencing senior business and IT leaders. - Organizational Strength: Capacity to manage multiple parallel workstreams while maintaining strategic oversight. - Education: Bachelor's degree or equivalent; ITIL or PMP certification highly advantageous. - Analytical Thinker: Strong critical thinking skills focusing on root-cause resolution and continuous improvement. - Collaborative Communicator: Ability to work seamlessly across cross-functional teams in fast-paced, client-facing environments. - ERP or Workday Ecosystem Knowledge (Highly Desirable): Familiarity with Workday modules, release cycles, and tenant strategy. In addition to the above details, Mivada values its team members by treating them as trusted members, not just numbers. Your success is their success, and they heavily invest in their people. They offer competitive compensation including base salary and performance-based bonuses, flexibility in working arrangements, a supportive team that values creativity, growth, and collaboration, as well as additional two 'Doona Days' for mental health. Their core values include taking ownership, keeping things simple, being lifelong learners, caring, and authenticity. Mivada is a fast-growing technology consulting firm specializing in People Systems, Automation, and Data & Analytics. They challenge traditional consulting norms by prioritizing people, listening to clients, and delivering flexible, honest solutions. Partnering with big brands and large enterprise organizations, Mivada delivers meaningful impact across Australia and the USA. As a high-performing Service Delivery Lead at Mivada, you will be responsible for championing the end-to-end success of the Application Managed Services (AMS) portfolio. Your role will involve becoming the trusted advisor to a portfolio of post-implementation customers, driving strategic outcomes, operational excellence, and long-term partnership value. You will serve as the operational backbone of the service management function, ensuri