# Service Delivery Manager - HCM - Variety and development opportunities to grow your career - Fantastic employee benefits and work culture - Work alongside an experienced, supportive team **Look after our customers. Keep their systems thriving. Go Beyond.** At **Fusion5,** we’re not just a tech partner - we’re **Transformation Partners**, staying alongside organisations across Australia and New Zealand long after go-live to keep their business applications running smoothly and evolving with their needs. We’re growing our Human Capital Management (HCM) Service Delivery capability and are looking for an energetic, customer-focused **Service Delivery Manager** to join our **Melbourne** team. **About the Role** This is a **customer-facing support role** where you’ll look after a portfolio of established customers - building trusted, lasting partnerships and making sure they continue to get **high valu**e from the HCM systems they already rely on. You’ll be willing to go the extra mile to make sure every customer’s support needs are met. It’s a **fast-paced, busy environment** that rewards energy and commitment. You’ll work closely with Account Managers and an experienced, supportive delivery team to keep everything moving - from day-to-day BAU support through to new requirements and enhancements for customers’ existing systems - without needing direct people management. **What You’ll Do** - Own day-to-day BAU support across your portfolio of existing customers - Become each customer’s trusted “go to” person post-implementation, developing excellent working relationships - Understand each customer’s system and help them get the most from what they already have - Capture and coordinate new requirements and enhancements to customers’ existing systems - Arrange and run regular support reviews with clear actions and follow-through, ensuring high customer satisfaction - Manage escalations (including Priority 1 incidents) through to resolution - Work with delivery team to schedule and coordinate support work and work orders - Review support reports and keep contracts, work orders and licences maintained. **What You’ll Bring** - A genuine focus on delivering high value and great support to customers, with the ability to develop and manage long-term relationships - Experience with payroll or HR systems is critical - High energy, a “can-do” attitude, and the commitment to deliver in a fast-paced environment - A team player with exceptional communication and multi-tasking skills - Well organised, with high attention to detail - Experience supporting customers and managing SLAs and escalations; exposure to service management frameworks is a plus - Confidence communicating with both technical and non-technical stakeholders, and the willingness to step outside your comfort zone. **Our Promise to You** Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy - and we’ve created just that. Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality. ***Our Benefits Include*** - Individual Performance and Development Plans - Birthday leave and volunteer day - Hybrid working environment - ability to work from home 2 days per week - Free annual flu vaccinations - Regular social occasions at all our offices - Staff referral program - Environmentally responsible practices - Plus more… **Ready to Apply?** If you’re a service delivery professional who loves looking after customers, brings energy, and enjoys building long-term partnerships, we’d love to hear from you. **Apply now** and help us deliver service experiences that go beyond. [Apply for this job in Melbourne](https://www.linkedin.com/jobs/view/4428642918)