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.