We are looking for an experienced Solutions Delivery Manager to oversee governance, service delivery, and stakeholder engagement across Modern Workplace services, including SharePoint Online, Microsoft Teams, and Microsoft 365 administration.

This role is responsible for ensuring stable, well-governed service delivery within managed services environments, maintaining strong operational performance while aligning delivery outcomes with business priorities. The Solutions Delivery Manager acts as the primary escalation point for operational, commercial, and governance matters across the service landscape.

Who Are We?

Decision Inc. is a global digital partner that enables businesses to reinvent themselves to realise their full potential.

We deliver agility, resilience, and intelligence to any enterprise, enabling them to adapt quickly and thrive through innovation and opportunity. Our teams have engaged with more than 400 clients globally over the past 15 years, providing them with the expertise to build, operate, and optimise their digital businesses.

We achieve this by leveraging the worlds best technology to drive our clients business ambitions forward into tomorrow's reality. These technologies include but are not limited to: Microsoft, SAP, Qlik, Snowflake, Alteryx, Automation Anywhere, and Workday Adaptive Insights.

Our success is ultimately driven by our entrepreneurial culture, industry exposure, and the passion of our people. We have three key cross-functional teams – Functional and Specialist Consulting, Development, and Engineering teams. Based in four global offices, our exceptional consultants focus on delivering value to clients by keeping them at the centre of our service delivery. To find out more about our exciting fast-paced culture visit: Careers at Decision Inc.

What Will You Do?

Key Responsibilities:

• Lead governance across Modern Workplace service delivery, establishing structured delivery cadence and service oversight
• Manage SLA and KPI tracking, reporting, and service review engagements with stakeholders
• Coordinate delivery across cross-functional teams spanning support, engineering, and service operations
• Act as the primary escalation point for operational issues, risks, and service disruptions

• Track delivery dependencies, risks, and service performance across workstreams
• Oversee issue, risk, and change control governance processes
• Support transition and mobilisation activities to ensure service readiness and smooth handover into steady-state operations
• Maintain strong stakeholder engagement through structured communication and executive reporting
• Ensure quality standards, documentation practices, and operational continuity are maintained
• Drive continuous service improvement initiatives to enhance platform stability and service performance

Who Do You Need to Be?

• Relevant degree or equivalent professional experience
• Strong experience in IT service delivery or managed services environments
• Proven experience overseeing enterprise-scale delivery within governance-led service models
• Solid understanding of Microsoft 365, SharePoint Online, and Microsoft Teams ecosystems
• Experience managing SLAs, KPIs, operational reporting, and service review forums
• Strong stakeholder management and executive communication skills
• Demonstrated ability to manage risks, dependencies, and escalations across complex environments
• Familiarity with ITIL or similar service management frameworks

Desirable

• ITIL certification
• Experience supporting Modern Workplace or collaboration platform environments
• Experience leading distributed or hybrid delivery teams
• Exposure to transition and mobilisation of managed services engagements