Service Manager

Drive Customer Success. Deliver Service Excellence.

Love working with customers and delivering great outcomes? We at NEC Australia are seeking an experienced Service Manager to lead the delivery and performance of managed services across a portfolio of customers.

As the key link between NEC and the customer, you'll oversee service outcomes, commercial performance, stakeholder relationships, contract management, and growth opportunities. Working closely with technical teams, you'll ensure SLA achievement, manage escalations, and drive continuous improvement while supporting customer and business objectives

What You'll Be Doing

• Manage end-to-end service delivery and customer satisfaction across assigned accounts.
• Ensure contracted SLAs, KPIs and service commitments are consistently achieved.
• Build trusted customer relationships and act as the primary escalation point.
• Identify opportunities for service improvement, cross-sell and account growth.
• Manage contractual obligations, service scope changes and risk mitigation.
• Oversee contract profitability, service costs and financial performance.
• Support bids, proposals and the introduction of new services.

About You

You'll bring:

• Experience in an IT Managed Services, Service Delivery or Managed Services environment.
• Experience supporting Service Transition and Acceptance into Service activities within complex IT environments.
• Strong customer relationship and stakeholder management skills.
• Experience managing customer escalations and service performance.
• Commercial acumen with exposure to P&L and financial management.
• Contract management experience, ideally within managed services.
• Knowledge of ITIL and service management best practices.
• Excellent communication, presentation and influencing skills.
• Exposure to Project Management, Quality Frameworks or COBIT is advantageous.

Why NEC?

• Work with leading enterprise and government customers.
• Join a collaborative, customer-focused managed services team.
• Genuine career growth and development opportunities.
• Flexible work arrangements and supportive culture.

Apply Now

If you're passionate about delivering outstanding customer outcomes and balancing service excellence with commercial success, we'd love to hear from you.

Please Note: We prefer to deal with applicants directly and have not engaged recruitment agencies for this role. Apply now or contact Simone Yearsley for a confidential discussion.

What's in it for you?

✅ Bonus & Wellness Days (after qualifying period)
✅ 14 weeks paid parental leave
✅ Up to 4 paid volunteer days per year
✅ Employee Assistance Program (EAP)
✅ Career development and certification support
✅ Discounts on health insurance, travel, entertainment and more
✅ Salary packaging options available

Apply now and help NEC Australia deliver the next generation of automation, operational excellence, and AI-enabled services.