Service Delivery Lead (Hybrid) - ITIL & NV1 Clearance

Centorrino-Technologies-1; Sydney; Hybrid; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Hybrid working

Extensive training and development

Discounts & benefits

Job summary

Centorrino Technologies is seeking a Service Delivery Manager to oversee end-to-end service delivery for clients in Sydney or Canberra. The role requires coordinating with technical teams, driving improvements, and serving as the main escalation point with a focus on customer satisfaction.

Hybrid working arrangements apply, with opportunities for professional growth and strong governance, security, and regulatory compliance focus.

Qualifications

• Experience delivering services that meet SLAs and KPIs.
• Ability to coordinate across technical, operational, and vendor teams.
• Active security clearance required (NV1) to be eligible.

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.
• Lead continuous improvement initiatives to enhance efficiency and customer satisfaction.
• Act as main escalation point for customers with timely resolution and proactive communication.
• Produce and present monthly service reports with SLA performance and incident metrics.

Skills

SLA/KPI management

Cross-functional coordination

Continuous improvement

Escalation handling

Vendor and stakeholder engagement

ITIL incident management

Service reporting

Governance and compliance

Customer relationship building

Job description

Centorrino Technologies is seeking a Service Delivery Manager to oversee end-to-end service delivery for clients in Sydney or Canberra. The role requires coordinating with technical teams, driving improvements, and serving as the main escalation point with a focus on customer satisfaction.

Hybrid working arrangements apply, with opportunities for professional growth and strong governance, security, and regulatory compliance focus.