Service Delivery Manager

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

Join Centorrino Technologies: Innovate, Grow, and Thrive with Us! At Centorrino Technologies (CT), we're more than just tech-we're a community that goes beyond expectations. We've been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we're not stopping there. We're excited by the fact our team is continuing to expand. And, as we continue to grow, we're on the hunt for a Service Delivery Manager to join our team in Canberra.

What You’ll Do

• 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.

What You’ll Bring

• Demonstrated experience delivering services that meet or exceed 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 in providing operational guidance and identifying service risks.
• Skilled in leading service communications and review sessions with clients.
• Strong relationship-building capabilities and ability to act as a trusted advisor.
• Experience applying ITIL principles to manage and resolve incidents.
• Proficiency in preparing service reports with actionable insights and recommendations.
• Knowledge of governance, security, and regulatory compliance requirements.
• An active NV1 security clearance is required to be eligible for this role.
• Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Why You’ll Love Working Here:

• Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why: Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
• CT celebrates diversity and enables every voice to be heard as we drive to create the world we want.