Senior Enterprise Service Delivery Lead

Global payments; Sydney; On-site; AUD 130,000 - 140,000; Full time

Job summary

Global payments is seeking a Service Delivery Manager to join our Operations team and help us unleash the potential of every business. You’ll be a trusted partner to customers as they transition from implementation into business-as-usual service delivery.

You’ll work across Support, Product, Engineering and Professional Services to manage service performance, resolve complex issues and ensure customers receive a consistent, high-quality experience.

Qualifications

• 3+ years in Service Delivery Management or similar customer-facing role within tech/SaaS/enterprise software.
• Experience managing enterprise customer relationships including senior/executive stakeholders.
• Strong IT service management knowledge with incident/escalation handling and SLAs.
• Ability to translate complex tech info into clear communication for exec audiences.

Responsibilities

• Own the service delivery relationship for a portfolio of strategic/enterprise customers.
• Lead regular service reviews covering performance, incidents, risks and actions.
• Monitor service performance against agreed SLAs and commitments.
• Act as escalation point and coordinate internal teams to resolution.
• Communicate clearly during complex technical issues and escalations.
• Collaborate with Product and Engineering to address root causes and fixes.
• Support customers transitioning from implementation to BAU service delivery.
• Identify recurring issues and opportunities to improve the service experience.
• Maintain visibility of customer risks, actions and commitments.

Skills

Service Delivery Management

Customer relationship management

IT service management

Incident management

Escalation management

Stakeholder management

Cross-functional collaboration

Communication

Governance reviews

Prioritization

Tools

ITIL certification

Job description

Global payments is seeking a Service Delivery Manager to join our Operations team and help us unleash the potential of every business. You’ll be a trusted partner to customers as they transition from implementation into business-as-usual service delivery.

You’ll work across Support, Product, Engineering and Professional Services to manage service performance, resolve complex issues and ensure customers receive a consistent, high-quality experience.