Work from Home Service Delivery Manager Jobs, Salary up to MYR 22,322 in ItGenius Australia - Maukerja

PLEASE READ: Applicants MUST SUBMIT APPLICATION VIA THIS LINK to be considered:

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Lead the delivery team that keeps thousands of small businesses running on Google Workspace.

If you’ve run service delivery inside an MSP, led technical teams across shifts and countries, and you’d rather automate than add headcount, we’d love to hear from you.

itGenius is a global, remote-first Google Workspace Partner dedicated to “helping small businesses play a bigger game.” We provide high-level IT support and strategic consulting to thousands of businesses globally. We are a distributed team of 60+ professionals across Australia, the Philippines, and Europe.

Join our team of A-players—if you’re one too, apply now!

Why You’ll Love Working With Us We don’t just offer a job—we offer a career with exceptional rewards, growth opportunities, and a people-first culture. This is a fractional engagement, so specific compensation and benefits will be discussed and tailored during the hiring process; here’s what our team generally enjoys:

Competitive Compensation & Bonuses

• Performance Incentive Bonus
• Annual Rate Reviews

Time Off That Matters

• Unlimited Paid Leaves

Work & Life Experiences You’ll Remember

• Annual Team Conference – Travel, food and accommodation covered

Investing in Your Growth

• Training & Development Budget
• Career Growth Pathways

Reports To: General Manager

Job Overview:

The Service Delivery Manager owns day-to-day delivery across our Helpdesk and Service Desk, reporting to the General Manager. You will lead the existing pod leaders across three shifts and several countries, own preventable service churn, get the team ready and trained to deliver Gemini Enterprise and our AI product line, and own the capability roadmap that brings stronger MSP service management into itGenius.

This is a hands-on role. The team has recently stabilized, so the job is to build on that and lift the leaders already in place, not to restructure. We scale through automation and AI before we add headcount.

Accountabilities:

• Service delivery performance across Helpdesk and Service Desk
• Performance, coaching and development of the Helpdesk and Service Desk pod leaders
• Service KPIs and the weekly service sync
• Quality, escalations and corrective action through to close
• Preventable service churn across the whole client book
• Gemini Enterprise delivery readiness and team training
• The MSP capability roadmap and automation in the delivery model

Responsibilities:

• Run daily delivery across all three shifts, including coverage and escalation paths for night shift.
• Coach pod leaders to actively manage their people, not just log notes.
• Run the weekly service sync: present the numbers, set targets and hold the team to them.
• Review abandonment, missed calls, first contact resolution, ticket quality and utilization weekly.
• Own the quality rhythm and escalations; close corrective actions and confirm they worked.
• Sign off SOPs designed by the Senior Customer Success Manager and make sure the team follows them.
• Prevent service churn by finding and fixing service causes, working with the Senior Customer Success Manager on root cause and the Head of Sales and Account Management on commercial retention.
• Own the capability roadmap and close MSP capability gaps: cyber security, cloud and server backup and restore, threat detection.
• Train the team to deliver Gemini Enterprise to the agreed service definition, and confirm readiness before sales pushes harder.
• Automate first: drive automation through our AI tools and work management platform before requesting headcount.

Qualifications

Must-Haves:

We will screen on these four. Candidates without all four will not progress.

• MSP delivery leadership: 5+ years leading service delivery inside an established Managed Service Provider. General operations or people management alongside an IT team does not count.
• Running shift teams: has led remote, multi-shift technical teams across APAC and other time zones, including night-shift coverage and escalation.
• Churn ownership: has owned service-driven client churn and can show the numbers they moved, such as churn rate or recurring revenue retained, before and after.
• Automation and AI: has built automation and AI into service desk workflows to add capacity before adding headcount, and can show the result in hours saved or similar measures.

Preferred

• Google Workspace administration experience.
• Working knowledge of Microsoft 365, Azure, AWS, identity management and hybrid integrations.
• Experience in cyber security, backup and restore, threat detection and incident management.
• Has coached senior engineers and first-time pod leads into effective managers.
• Has run QA and spot-check programs across tickets, calls and SLAs.
• Strong command of ticketing systems, work management tools and queue hygiene.
• Certifications such as Google Workspace Admin, Azure Administrator, CompTIA Security+, ITIL or PMP.

Working Conditions & Location

• Hours: Core hours overlapping all three shifts (UTC+8)
• Location: Remote. Malaysia preferred, followed by Hong Kong and Kenya.

You’ll thrive here if you’re interested in

• The evolving world of cloud-based work (Google Workspace, Google Drive, Gmail, etc.)
• Supporting small business growth (1–30 employees)
• Applying technology to improve productivity and collaboration

Pay: From RM22,322.00 per month

Benefits:

• Opportunities for promotion
• Work from home

Education:

• Bachelor's (Required)

Experience:

• senior service delivery: 5 years (Required)
• Managed Services leadership role: 5 years (Required)
• Managed Service delivery: 3 years (Required)
• end-to-end service delivery: 3 years (Required)
• Quality Assurance: 5 years (Required)

Work Location: Remote