Service Delivery Manager

Service Delivery Manager – webMethods Integration & Cloud Managed Services

We are seeking an experienced Service Delivery Manager to lead the operational delivery of enterprise integration and cloud managed services across webMethods, Microsoft Azure, and AWS.

This role is accountable for service performance, stability, governance, and continual improvement in complex, regulated, and 24x7 environments. You will be the single point of accountability for service outcomes—working closely with senior client stakeholders, technical teams, and delivery partners to ensure services are reliable, secure, and fit for purpose.

Key Accountabilities:

Service Delivery & Operational Leadership
•    Own end to end delivery of managed services (BAU) and agreed enhancements across webMethods integration platforms and Azure/AWS cloud environments.
•    Maintain service availability, resilience, performance, and reliability to agreed targets.
•    Define, monitor, and report on SLAs, KPIs, and service health metrics; drive actions to address trends and risks.
•    Establish operational cadence and discipline (runbooks, on call, escalation, service reviews) to deliver predictable outcomes.
 

Client & Stakeholder Management
•    Act as the primary operational interface for service performance, governance, and continuous improvement.
•    Lead service reviews, operational forums, and executive reporting; ensure clear minutes, actions, and follow through.
•    Communicate risks, incidents, and improvement initiatives clearly and confidently to senior stakeholders.
•    Build and maintain trusted relationships across business and technology stakeholders (client and internal).
 

Project / Solution Delivery & Enhancements
•    Lead delivery of project initiatives and production enhancements, including planning, delivery governance, and stakeholder management.
•    Partner with solution architects and technical leads to shape delivery approach, estimates, schedules, and resourcing for enhancements and change initiatives.
•    Own the end to end change lifecycle from demand intake and prioritisation through build, release, and transition to BAU support.
•    Coordinate release planning and deployment windows, ensuring effective communication, risk management, back out planning, and post implementation verification.
•    Maintain visibility of the project/enhancement pipeline, milestones, dependencies, and outcomes; provide clear reporting to clients and internal leadership.
•    Ensure deliverables meet agreed quality standards (documentation, testing evidence, operational readiness) and align to architectural, security, and compliance requirements.

 
Team & Vendor Management
•    Lead multidisciplinary teams including webMethods integration specialists, cloud engineers, and support resources.
•    Plan resourcing, skills coverage, and service continuity across onshore/offshore and vendor delivery models.
•    Coach team members on delivery expectations, service management practices, and customer outcomes.
 

Governance, Security & Compliance
•    Maintain strong operational governance across integration and cloud platforms, including service standards and controls.
•    Ensure services meet security, compliance, and regulatory requirements, support audit readiness and risk management activities.
•    Align delivery to enterprise architecture, operational standards, and agreed ways of working.
 

Incident, Problem & Change Management
•    Lead major incident management, including executive communication, escalation, and post incident reviews.
•    Drive timely resolution, root cause analysis, and preventative problem management to reduce repeat incidents.
•    Govern change and release processes to minimise risk to production systems while enabling ongoing improvement.
 

Continuous Improvement
•    Identify and deliver opportunities for automation, efficiency, resilience, and cost optimisation.
•    Improve observability, monitoring, and proactive support capabilities to shift from reactive to preventative operations.
•    Sponsor and govern the service improvement roadmap, including platform modernisation initiatives.

Working Conditions:
•    Permanent full time 
•    Remote 
•    Philippines

What will make you successful in this role? 

You will bring strong managed services leadership, ITSM discipline, and sufficient technical depth to confidently govern complex integration and cloud platforms.

This position requires a motivated leader who can coach teams, influence stakeholders, and drive quality, measurable outcomes.
•    10+ years’ experience in Service Delivery / Managed Services leadership roles within enterprise environments.
•    Proven experience running integration platforms and services; webMethods experience strongly preferred (e.g., Integration Server, Trading Networks, API Gateway, MFT).
•    Operational knowledge of Microsoft Azure and/or AWS (availability, security, cost management, and incident response).
•    Experience managing 24x7, business critical production environments with on call or follow the sun support models.
•    Strong ITSM capability aligned to ITIL practices (Incident, Problem, Change, Request, Knowledge) and service governance.
•    Demonstrated leadership of major incident management, root cause analysis, and continual service improvement.
•    Strong stakeholder management skills, including facilitation of service reviews and clear executive level reporting.
•    Experience leading onshore/offshore delivery models and third party vendors, with a focus on outcomes and accountability.
 

Technical Understanding (Hands off, Governance Level)
•    webMethods integration platform concepts (e.g., Integration Server, API led integration).
•    Cloud platforms: Azure and AWS (availability, resilience, cost, security).
•    SLAs, KPIs, monitoring, and service reporting.
•    DevOps and CI/CD concepts (governance, not engineering).
 

Desirable
•    Experience in regulated environments (gaming, finance, utilities, government, etc.).
•    Exposure to API first or event driven integration architectures.
•    Experience supporting audits and compliance activities.
•    ITIL certification or equivalent service management training.

 
Person Attributes:
•    Excellent communication skills & the ability to consult with stakeholders at all levels.
•    Ability to build rapport within the workplace, work well within a team, excellent networking skills and the ability to perform in a fast-paced environment.
•    Business acumen and ability to identify client business drivers.

Qualifications:
•    10+ years’ experience in Service Delivery / Managed Services leadership roles within enterprise environments.
•    Tertiary qualifications, preferably in Information Technology, Business, or Project Management (or equivalent experience).
•    Project Management certification (e.g., PMP, PRINCE2) is advantageous.
•    ITIL certification is advantageous.

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions. 

We currently have 1400+ professionals working across Australia, New Zealand, Singapore, Hong Kong, and USA who are using innovation to lead the way. 

The Data & Integration business unit helps clients unlock the full potential of data by integrating systems and applications, enabling digital transformation through our comprehensive on-premises, hybrid, and cloud integration solutions. We specialise in Boomi, Smartsheet, and OpenText.

What our people say: 

“We are working towards a very bright future.”
“It's a company with vision and a promising future.”

Why you’ll love working here 

Culture of possibility 
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, continuous learning, and smart work practices. 

A strong set of company values 
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for. 

Valuable employee benefits 
•    Employee benefits, recognition, and wellbeing platform
•    Career growth via succession planning, internal promotions, and mentorship opportunities
•    Ongoing investment in professional development through industry and technology certifications, and study assistance
•    Mental health support through our Employee Assistance Program
•    Support for family and caring responsibilities, including paid parental leave
•    Employee referral program, with monetary incentives offered  

Commitment to Diversity, Equity, and Inclusion
At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

Supporting Australia’s veterans  
We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans’ Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia’s veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.

What our people say: 

“Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard.”

How to apply 

All applications must be submitted online via our Careers page. Late applications or those sent by email will not be prioritised. Please ensure your application is complete and that you have answered all required questions before submitting.

https://atturra.com/au-en/careers

Talent Pool

This recruitment process may also be used to create a talent pool for similar ongoing or temporary opportunities that may arise within the next 12 months

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Recruitment Agencies and Headhunters

Our Talent Acquisition team is managing this recruitment process and will reach out if additional support is required. Atturra only accepts referrals from agencies on our official supplier list via the Agency Portal. To participate, agencies must complete our procurement process, hold an approved fee agreement, and be formally invited by the Talent Acquisition team for a specific vacancy.

Submissions made outside of this process will not be considered. We also request that agencies do not contact Atturra employees outside the Talent Acquisition team regarding hiring matters.

Agencies interested in joining our official supplier list may send an expression of interest to talentacquisition@atturra.com. Please note, our supplier list is reviewed annually.