Hybrid Service Delivery Manager — ITIL Expert | NV1

Centorrino-Technologies-1; Brisbane; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work

Training & development

Discounts & benefits

IT equipment provided

Team events

Job summary

Centorrino Technologies is seeking a Service Delivery Manager to lead end-to-end service delivery for clients from Sydney or Canberra. You will coordinate across technical, operational, and vendor teams, drive continuous improvement, and act as the main escalation point to ensure timely, effective resolutions.

The role requires ITIL-based operations, strong client relationship skills, and the ability to present monthly service reports.

Qualifications

• Experience delivering services that meet/exceed SLAs and KPIs.
• Ability to coordinate across technical, operational, and vendor teams.
• Strong focus on continuous improvement and service optimisation.
• Experience in leading communications and review sessions with clients.

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 principles

Escalation management

Client relationship building

Vendor coordination

Communication to diverse audiences

Risk mitigation

Trusted advisor

Service reporting

Tools

ITIL

Job description

Centorrino Technologies is seeking a Service Delivery Manager to lead end-to-end service delivery for clients from Sydney or Canberra. You will coordinate across technical, operational, and vendor teams, drive continuous improvement, and act as the main escalation point to ensure timely, effective resolutions.

The role requires ITIL-based operations, strong client relationship skills, and the ability to present monthly service reports.