Service Delivery Manager Cover Letter: Example, Template + How to Write One in Australia

12 October 2025

Ms Sarah Williams
Head of IT Operations
Telstra Enterprise Services
Level 14, 242 Exhibition Street
Melbourne, VIC 3000

Dear Ms Williams,

When I discovered that Telstra Enterprise Services is seeking a Service Delivery Manager to oversee IT service delivery for key enterprise clients while leading service teams and ensuring SLA compliance across infrastructure, applications, and cloud services, I recognized this was precisely the opportunity I’ve been working toward. As someone who served as Service Delivery Manager at Dimension Data—managing service delivery for 12 enterprise clients with combined annual contract value of $8.3 million supporting 4,500+ end users achieving 99.4% SLA compliance rate and 4.6/5.0 average client satisfaction score, leading cross-functional team of 18 service desk analysts, engineers, and project coordinators providing performance management, skills development, and workload optimization that improved first-call resolution rate from 64% to 87% and reduced average ticket resolution time by 41%, implementing service improvement initiatives including automation of routine tasks, knowledge base development, and proactive monitoring solutions that decreased incidents by 34% and prevented 180+ major service disruptions, conducting quarterly business reviews with C-suite stakeholders presenting service performance metrics, trend analysis, and strategic recommendations that strengthened client relationships and secured $1.2 million in contract renewals and expansions, and managing major incident response for 45+ critical incidents coordinating technical teams, communicating with stakeholders, and conducting post-incident reviews that improved mean time to resolution by 38%—I’m thrilled at the prospect of combining service management expertise and client relationship focus for Australia’s leading telecommunications and technology services provider.

Over the past six years as a Service Delivery Manager working throughout Melbourne’s technology services sector, I’ve repeatedly delivered results that match perfectly with your needs. I’ve managed end-to-end service delivery across infrastructure, applications, cloud, and security services ensuring consistent service quality, SLA compliance, and continuous improvement aligned with client business objectives and ITIL best practices, built and maintained strong client relationships serving as primary point of contact for service escalations, strategic planning, and business alignment conducting regular service reviews, problem management sessions, and roadmap planning that positioned services as business enablers rather than cost centers, led high-performing service teams providing clear direction, performance coaching, career development, and recognition programmes that improved employee engagement scores from 71% to 89% and reduced voluntary turnover from 24% to 9%, implemented process improvements and automation solutions streamlining incident management, change management, and request fulfillment workflows using ServiceNow platform resulting in 450 hours monthly in reclaimed capacity and $280,000 annual cost avoidance, managed vendor relationships coordinating third-party service providers, monitoring performance against contracts, and negotiating service improvements that optimized costs while maintaining quality standards, and established comprehensive reporting and analytics frameworks providing real-time visibility into service performance, trending analysis, and predictive insights enabling proactive decision-making and demonstrating value to stakeholders through data-driven narratives. My background spanning service delivery, client management, team leadership, and ITSM implementation has shown me that exceptional service delivery management merges technical capability with business relationship skills—precisely what you require for client retention and operational excellence.

What really attracts me to Telstra Enterprise Services is your commitment to innovation in enterprise technology solutions and your reputation for delivering world-class managed services to Australia’s largest organizations. I hold ITIL 4 Managing Professional certification through AXELOS, Prince2 Practitioner certification, Certified ScrumMaster credential, and Bachelor of Information Technology from Monash University. I’m proficient with ITSM platforms including ServiceNow and Jira Service Management, experienced with monitoring tools including SolarWinds and Splunk, and knowledgeable about service management frameworks, cloud infrastructure (AWS, Azure, Google Cloud), and vendor management best practices. One achievement I’m particularly proud of is leading service transformation programme for major retail client experiencing chronic service issues with 78% SLA attainment and escalating dissatisfaction by conducting comprehensive service assessment identifying root causes including inadequate processes, skills gaps, and monitoring blind spots, developing 90-day improvement roadmap with specific initiatives addressing people, process, and technology dimensions, implementing enhanced incident management procedures with clear escalation paths and communication protocols, delivering targeted training to service team and establishing mentoring programme, deploying proactive monitoring and automated alerting for critical services, and conducting fortnightly steering committee meetings tracking progress and adjusting approach, which achieved 98% SLA compliance within four months, improved client satisfaction from 2.8/5.0 to 4.7/5.0, eliminated all outstanding escalations, and secured three-year contract extension worth $3.2 million earning ‘Client Excellence Award’ and establishing transformation methodology adopted across six additional accounts. I’m convinced that Service Delivery Managers aren’t merely coordinators managing tickets—we’re strategic partners who align technology services with business outcomes, people leaders who build capable teams delivering consistent excellence, and trusted advisors who anticipate client needs and proactively solve problems ensuring technology enables rather than hinders business success.

I’d welcome the chance to discuss how my proven ability to deliver exceptional service outcomes while building strong client relationships and leading high-performing teams can contribute to Telstra Enterprise Services’ growth objectives and reputation for excellence. Thank you for reviewing my application, and I look forward to connecting with you soon.

Kind regards,

Daniel Robertson
[email protected]
0428 345 678
linkedin.com/in/danielrobertson-sdm