Service Delivery Manager - Secom Technology

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Lyra Technology Group seeks a Service Delivery Manager for Secom Technology in Kingsgrove, Sydney, to oversee end-to-end managed IT services for a portfolio of clubs and golf venues. You will lead the Service Desk and field engineers, drive SLA performance across gaming, POS, telephony and critical infrastructure, and serve as the senior operational contact for CEOs, CFOs and Operations Managers. Regular service reviews, monitoring utilisation and contract profitability, and managing escalations are central. Ideal candidates bring 5+ years in an MSP, hospitality IT experience, proven executive stakeholder engagement, and strong commercial discipline. To apply, tailor your resume to outcomes, quantify impact, and demonstrate calm, decisive leadership under pressure; highlight team leadership and delivery of reliable secure systems.

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.   

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 100+ companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world-class support to over 12,000 clients. 

About The Position

One of our operating companies, Secom Technology, is looking for a Service Delivery Manager to support their team in Kingsgrove, Sydney.

As Service Delivery Manager, you will oversee the end-to-end delivery of managed IT services to our portfolio of clubs and golf venues. You’ll ensure systems supporting gaming, hospitality, member management and administration remain secure, stable and high-performing. You will lead our Service Desk and technical teams while acting as the senior operational contact for key club stakeholders including CEOs, CFOs and Operations Managers.

Responsibilities:

• Lead and manage Service Desk and field engineers
• Ensure SLA performance across club environments
• Oversee escalations impacting gaming, POS, telephony and critical infrastructure
• Conduct regular service review meetings with club executives
• Monitor service performance, utilisation and contract profitability

Skills required

• 5+ years’ experience in an MSP environment
• Strong understanding of club or hospitality IT environments (highly regarded)
• Experience managing SLA-driven service delivery
• Confident engaging with executive stakeholders
• Commercially aware and operationally disciplined
• Calm and decisive in high-pressure situations

Benefits

• Hybrid working model
• Work closely with some of Australia’s leading clubs and golf venues
• Lead a team delivering mission-critical technology
• Competitive salary + performance bonus
• Be part of a growing MSP with strong industry partnerships