Senior Service Desk / Helpdesk Service Delivery Manager (Higher Education)

Employment Type: Full-Time, Part-Time or Fractional

Location: Philippines (Work from Home)

ABOUT THE ROLE

We are looking for an experienced Senior Consultant, Service Delivery Manager to join our International Team and support the successful delivery of digital transformation initiatives and managed services for our higher education clients.

This is a client-facing role where you will act as the primary point of contact for a portfolio of clients, building trusted relationships while ensuring projects and ongoing services are delivered to a consistently high standard. You will work closely with clients, internal teams, management, and partners to coordinate activities, manage priorities, oversee service performance, resolve issues, and ensure commitments are delivered on time and with quality.

The role combines service delivery management, project coordination, stakeholder engagement, operational leadership, and consulting. No two days will be the same - you'll balance strategic planning with hands-on delivery, helping clients achieve successful outcomes while continually improving the services we provide.

We're looking for someone who is highly organised, proactive, and comfortable working across multiple priorities. You'll be expected to identify and manage risks, solve complex problems, communicate effectively with stakeholders at all levels, and help drive continuous improvement across both projects and operational services.

As our team continues to grow, there will be opportunities to expand your responsibilities, contribute to business improvement initiatives, and further develop your consulting and leadership skills.

This is a 100% work-from-home role based in the Philippines. The position may be structured as full-time, part-time or fractional, depending on the successful candidate's availability and DVE's resourcing requirements.

We are also looking for someone who can offer flexibility in their working hours to support client needs, meetings and service delivery across different time zones. While working arrangements will be agreed with the successful candidate, some flexibility around standard working hours will be important for this role.

A reliable internet connection, excellent written and verbal English, and a bachelor's degree are essential.

KEY RESPONSIBILITIES

• Manage the day-to-day delivery of services for a portfolio of higher education clients.

• Build and maintain strong client relationships, acting as a trusted advisor and primary point of contact.

• Coordinate and oversee project and service delivery activities from planning through to completion.

• Monitor service performance, client satisfaction, risks, issues, and delivery commitments.

• Facilitate regular client meetings, service reviews, project updates, and governance activities.

• Coordinate internal teams to ensure work is prioritised and delivered according to agreed timelines.

• Manage escalated service issues through to resolution while maintaining positive client relationships.

• Maintain awareness of agreed service scope, priorities and resource capacity, identifying and escalating potential scope or delivery impacts where required.

• Identify opportunities for service improvements, efficiencies, and additional value for clients, including opportunities for DVE to provide further support where appropriate.

• Prepare reports, presentations, proposals, and other client-facing documentation.

• Contribute to bids, tenders, and proposal submissions where required.

• Support continuous improvement initiatives across service delivery, project management, and operational processes.

WHAT WE'RE LOOKING FOR (SELECTION CRITERIA)

We're looking for someone who can demonstrate:

• Proven experience managing service delivery, customer success, account management, project delivery, or consulting engagements within a corporate, consulting, or managed services environment.

• Experience coordinating and delivering projects or service initiatives from planning through to completion while ensuring activities are delivered on time, within scope, and to a high standard.

• Excellent written and verbal English communication skills. You will regularly engage with clients, partners, and internal stakeholders, managing expectations and building trusted relationships.

• Strong stakeholder management skills with the confidence to communicate effectively with senior client representatives.

• Outstanding organisational and time management skills, with the ability to manage competing priorities and thrive in a fast-paced environment.

• Demonstrated critical thinking, analytical ability, and strong problem-solving skills.

• Experience identifying, managing, and mitigating delivery risks and resolving complex service issues.

• A proactive, self-motivated approach with the ability to work independently while collaborating effectively within a distributed team.

• A hands-on attitude, willing to roll up your sleeves and support both strategic initiatives and day-to-day delivery activities.

• Experience preparing or managing bids, tenders, or proposal submissions is highly desirable.

Desirable Experience

While not essential, experience in the following areas would be highly regarded:

• Higher education sector experience.

• Digital transformation or technology consulting.

• Managed services or IT service delivery.

• Project delivery methodologies (Agile, Waterfall, or hybrid).

• Helpdesk and ticketing systems.

• Working with international or remote teams.

TECHNICAL & HOME OFFICE REQUIREMENTS

Applicants will require:

• A modern Windows-based computer with:

o Intel i5 processor (or equivalent)

o Minimum 8GB RAM (16GB preferred)

o Minimum 250GB storage

• Capable of running Microsoft 365, Microsoft Visio, and other DVE applications

• Genuine Windows operating system (MacOS is not supported for some internal software).

• Fibre, DSL, or Cable internet connection with a minimum speed of 150 Mbps.

• Backup 4G/LTE/5G internet connection (such as pocket Wi-Fi or mobile hotspot).

• Dedicated home office with a professional and quiet working environment.

• Google Chrome and Adobe Acrobat Reader.

• UPS or backup generator (preferred).

WHY JOIN DVE?

At DVE you'll have the opportunity to work with leading higher education institutions while developing your consulting and leadership capabilities.

We offer:

• Permanent work-from-home arrangement.

• Experience working with an Australian consulting company.

• Challenging and rewarding work that makes a real difference in education.

• Career progression and professional development opportunities.

• Supportive and collaborative team culture.

• Regular coaching and mentoring from senior leaders.

• HMO and leave benefits.

ABOUT DVE BUSINESS SOLUTIONS

DVE Business Solutions is a growing consulting company with a difference, led by South Australia Telstra Young Business Woman of the Year, Jo Schneider.

Our clients are predominantly universities and higher education providers, where we partner with organisations to deliver meaningful digital transformation across People, Process, Structure, and Technology.

We believe in working collaboratively with our clients to create sustainable change that improves the education experience for staff and students alike.

Our work is guided by our core values:

• Work as One Team

• Practice What We Preach

• Maintain Client Focus

• Enjoy What We Do