Global Service Delivery Manager – Enterprise SaaS

Sentral; Sydney; Presencial; AUD 130.000 - 140.000; Jornada completa

Descripción de la vacante

Sentral is seeking a Service Delivery Manager to join the Operations team and partner with customers as they move from implementation to business-as-usual service delivery. You will lead service reviews, manage escalations and coordinate across Product, Engineering, Support and Professional Services to ensure high-quality outcomes.

You’ll build strong relationships with senior stakeholders, translate complex technical details into clear communications, and drive continual service improvements

Formación

• 3+ years’ experience in Service Delivery Management, Project Management or similar customer-facing role within technology, SaaS or enterprise software.
• Experience managing complex or enterprise customer relationships, including senior and executive stakeholders.
• Strong understanding of IT service management, including incident, escalation and service-level management.
• Experience supporting incident management, root cause analysis and service improvement initiatives.
• Ability to translate technical information into clear communication for customer and executive audiences.
• Strong stakeholder management, influencing, negotiation and problem-solving skills.
• Experience leading customer service reviews and governance conversations.
• Strong organisation and prioritisation skills, with ability to manage multiple customers and competing priorities.

Responsabilidades

• Own the service delivery relationship for a portfolio of strategic and enterprise customers.
• Build trusted relationships with operational, technical and senior customer stakeholders.
• Lead regular service reviews covering performance, incidents, risks, actions and improvement opportunities.
• Monitor service performance against agreed service levels and customer commitments.
• Act as the key escalation point for significant or recurring service issues, coordinating internal teams to resolution.
• Provide clear, confident customer communication during complex technical issues and escalations.

Conocimientos

Service Delivery

Project Management

Stakeholder management

ITSM

Communication

Problem-solving

Leadership

Governance

Prioritisation

Descripción del empleo

Sentral is seeking a Service Delivery Manager to join the Operations team and partner with customers as they move from implementation to business-as-usual service delivery. You will lead service reviews, manage escalations and coordinate across Product, Engineering, Support and Professional Services to ensure high-quality outcomes.

You’ll build strong relationships with senior stakeholders, translate complex technical details into clear communications, and drive continual service improvements