Senior Service Delivery Manager

We are seeking an experienced Senior Service Delivery Manager based in Melbourne, with extensive contractual experience and exceptional senior stakeholder management capability.

We are Orro

Orro is an Australian technology success story with offices in Melbourne, Sydney, Perth, Brisbane and internationally in the Philippines and London. Orro is a secure network and digital infrastructure provider trusted by some of Australia’s biggest brands to deliver them the future now, meeting the ever-changing needs of their markets, and our world.

We lead the industry in designing, building, and operating digital infrastructure – providing greater efficiency, performance, agility, and resilience. Our end-to-end solutions, including cloud, collaboration, cyber and data services, take the stress out of tech for more than 400 businesses and over 20 million Australians every day.

However, we never forget our job is to connect people, not machines. So, we take the time to get to know our clients and learn how they like to work. It means we understand not just what they need now, but what they’ll need next.

About the Role

As the Senior Service Delivery Manager, you will be a dedicated, highly responsive communication bridge for all strategic and operational matters between Orro and a key Melbourne based client.

You will be someone with exceptional senior stakeholder management capability at all levels, responsible for the successful operational management of the client’s environment, acting as an escalation point for both internal and external stakeholders, driving continual service improvements and ensuring a high level of client satisfaction.

Key Responsibilities Include:

  • Providing operational leadership and oversight of the clients in scope environment
  • Providing excellent senior stakeholder management and communications
  • Leading the overall governance, delivery compliance and contracted reporting into the client
  • Being the conduit between the customer and internal support teams, providing strategic direction
  • Providing expertise in IT service management (ITSM) best practices, ITSM Process review will be a key deliverable, reviewing incident and problem management practices and reporting
  • Making recommendations for Service Improvement Plans ensuring actions are followed through accordingly
  • Identifying any risks and working with the customer and Customer Success Manager for satisfactory risk mitigation plans and outcomes
  • Identifying opportunities for scalable continuous service improvement, highlighted in monthly governance reports


Skills, Knowledge & Experience to be Successful:

As the Senior Service Delivery Manager, you will have at least 5 years’ experience in similar senior operational roles and a good mix of the following:

  • Formal tertiary qualifications in IT, Engineering or Telecommunications or equivalent knowledge
  • ITIL® Foundation minimum
  • Excellent understanding of operational contract management and associated reporting
  • Sound understanding of operational support processes
  • Excellent written and oral communication including communicating in pressured situations to manage scope and expectations
  • Demonstrated ability to proactively build relationships with key stakeholders/customers
  • Understanding of the main telecommunications carrier and integrator technologies / products
  • Strong level of commercial acumen and stakeholder engagement capability
  • Project Management certification (nice to have)

Why Orro?

Orro is an exciting Australian technology company with a wealth of experience and expertise. We welcome and celebrate diversity of perspectives, background, and experience. We are committed to creating a workplace that supports diversity of all cultures including LGBTQI and those living with a disability including those on the autism spectrum.

If you require any assistance with submitting your application or need to discuss reasonable adjustments in the recruitment process, please get in touch with us on our website.

We are also a company that takes its Corporate Social Responsibility seriously and we try our best to positively impact society and the environment in all possible ways.

What's in it for you?

  • An opportunity to join a rapidly growing national organisation – we were recognised as one of Australia’s fastest growing companies, making the 2021 AFR Fast100 list.
  • Orro was also named Fortinet’s APAC Partner of the Year 2021.
  • An opportunity to work with a supportive and passionate team to change the way Australian businesses connect, collaborate, and operate.
  • An opportunity to drive a pivotal function within a growing business at an exciting point in its history.
  • A competitive remuneration package.
  • An opportunity for career advancement as our business expands further.

We also support our staff and their loved ones in a variety of ways, including public holiday swaps to support family responsibilities and diversity with religious holidays. Parental and caregiver leave policies, flexible working, Orro-wide mentoring program, and an emerging leaders development program.

Additionally, we give 3 x paid volunteer days, novated leasing, employee discounts, as well as access to our wellbeing platform providing exercise programs and food tips to help you reach your health and fitness goals!

How do I apply?

Submit your resume, including a cover letter through the link below. Your cover letter should be no longer than one page, explaining your suitability for the role.