Hybrid Service Delivery Lead - ITIL & Client Success

Centorrino Technologies Pty Ltd.; Canberra; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work model

Training & development

Discounts & benefits

IT equipment provided

Team events

Diversity & inclusion

Job summary

Centorrino Technologies in Canberra seeks a Service Delivery Manager to oversee end-to-end service delivery for clients, ensuring SLAs and KPIs are met. You will coordinate across technical, operational, and vendor teams, drive continuous improvement, and act as the main escalation point for customers.

The role requires active NV1 security clearance, WWCC, and Police Check, with strong ITIL, governance, and risk-management experience guiding service strategies.

Qualifications

• Demonstrated experience delivering services that meet SLAs and KPIs.
• Proven ability to coordinate across technical, operational and vendor teams.
• Strong focus on continuous improvement and service optimisation.
• Effective customer engagement and escalation management skills.
• Experience providing operational guidance and identifying service risks.
• Experience leading service communications and review sessions with clients.
• Strong relationship-building capabilities and trusted advisor mindset.
• Experience applying ITIL principles to manage incidents.
• Proficiency in preparing service reports with actionable insights.
• Knowledge of governance, security and regulatory compliance requirements.
• Active NV1 security clearance required; valid WWCC and Police Check.

Responsibilities

• Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded.
• Coordinate with technical and operational teams to align services with client requirements.
• Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.
• Act as the main escalation point for customers, ensuring timely resolution and proactive communication.
• Collaborate with Technical Support teams and external vendors to provide operational guidance and strategic direction.
• Identify and mitigate operational risks that may impact contractual obligations.
• Lead customer communications, including regular service review meetings.
• Build and maintain strong customer relationships through regular remote and in-person engagements.
• Act as a trusted advisor, aligning service delivery with clients' business needs and objectives.
• Tailor communication for various audiences to ensure clarity and alignment.
• Manage incident escalations and remove roadblocks, applying ITIL principles and best practices.
• Produce and present monthly service reports, including SLA performance, incident metrics, and root cause summaries.
• Recommend service improvements and risk mitigation strategies based on service trends.
• Ensure compliance with internal governance, security, and regulatory standards.

Skills

SLA/KPI management

ITIL

Stakeholder management

Risk management

Vendor coordination

Incident management

Service reporting

Customer communications

Escalation management

Continuous improvement

Job description

Centorrino Technologies in Canberra seeks a Service Delivery Manager to oversee end-to-end service delivery for clients, ensuring SLAs and KPIs are met. You will coordinate across technical, operational, and vendor teams, drive continuous improvement, and act as the main escalation point for customers.

The role requires active NV1 security clearance, WWCC, and Police Check, with strong ITIL, governance, and risk-management experience guiding service strategies.