Service Delivery Manager

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

Make your mark at one of the biggest names in payments. We’re looking for a Service Delivery Manager to join our ever-evolving Operations team and help us unleash the potential of every business.

About the opportunity

This role sits within Sentral, 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.

You’ll build strong relationships with operational, technical and senior stakeholders, lead service reviews and manage escalations when they arise. With a blend of customer leadership, service management and technical understanding, you’ll turn complex challenges into clear actions and positive customer outcomes.

The annual salary range for this position is AUD 130,000 to 140,000 + superannuation.

What you’ll own

• Own the service delivery relationship for a portfolio of strategic and enterprise customers.
• Build trusted relationships with operational, technical and senior customer stakeholders.
• Lead regular service reviews covering performance, incidents, risks, actions and improvement opportunities.
• Monitor service performance against agreed service levels and customer commitments.
• Act as the key escalation point for significant or recurring service issues, coordinating internal teams through to resolution.
• Provide clear, confident customer communication during complex technical issues and escalations.
• Partner with Product and Engineering to understand root causes, dependencies, workarounds and permanent solutions.
• Support customers transitioning from implementation into business-as-usual service delivery.
• Identify recurring issues, customer pain points and opportunities to improve the overall service experience.
• Maintain visibility of customer risks, actions and commitments, ensuring strong follow-through and accountability.

Ready to take your career global?

What you’ll bring

• 3+ years’ experience in Service Delivery Management, Project Management or a similar customer-facing role within technology, SaaS or enterprise software.
• Experience managing complex or enterprise customer relationships, including senior and executive stakeholders.
• Strong understanding of IT service management, including incident, escalation and service-level management.
• Experience supporting incident management, root cause analysis and service improvement initiatives.
• Confidence working with Product, Engineering, Support and Implementation teams to resolve complex customer issues.
• The ability to translate technical information into clear, meaningful communication for both customer and executive audiences.
• Strong stakeholder management, influencing, negotiation and problem-solving skills.
• Experience leading customer service reviews and governance conversations.
• Strong organisation and prioritisation skills, with the ability to manage multiple customers and competing priorities.
• A customer-focused mindset with sound commercial judgement and a strong sense of ownership.

It’s a bonus if you have

• Experience with APIs, integrations, data flows, platform performance or technical troubleshooting.
• Experience within education technology or the education sector.
• ITIL certification or practical ITIL/service management experience.
• Experience supporting government, enterprise or multi-site customers.

About the team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.