Service Delivery Manager

Global Payments; Willoughby City Council; On-site; AUD 120,000 - 160,000; Full time

Job summary

Global Payments is seeking a Service Delivery Manager to ensure seamless delivery of support services and manage the operational relationship for a portfolio of customers.

The role focuses on building trusted relationships with technical and operational contacts, capturing incident information, and coordinating with internal teams to resolve issues while maximizing value and customer satisfaction.

Responsibilities

• Drive superior client relationship management and rectify reliability issues.
• Monitor support progress and track performance against agreed SLAs.
• Manage a select portfolio of customers after rollout into BAU by the Implementation team.
• Develop and manage strategic operational relationships up to C-level with customers.
• Assist customers with operational requirements via site visits and phone contacts to support retention and growth within SLA timelines.
• Act as escalation point for all support operational issues and concerns.
• Gauge customer satisfaction through regular reviews with customers.
• Report proactively on development requests, new module/integration rollouts.
• Take ownership of Critical Incidents and coordinate with resolution parties.
• Maintain high performance levels for service-related processes and drive improvement activities.
• Be a positive team member contributing to success and KPIs.
• Engage internal Sentral stakeholders to support product growth.

Job description

Purpose of the Role

The Service Delivery Manager (SDM) is responsible for making sure Sentral Support services are being seamlessly delivered to our customers and will manage the operational relationship of a select portfolio of customers. The SDM plays a vital role in boosting the user experience by ensuring smooth delivery of top-notch services that meet and exceed customer demands. This role is critical in building trusting and professional relationships with technical and operational contacts within these accounts, ensuring value is recognised for the solutions and services we provide. The SDM will meet with clients on a regular basis to capture and share information pertaining to incidents and requests whilst interfacing with internal Sentral technical & product teams to resolve any issues that arise.

Responsibilities

The SDM will be responsible for driving superior client relationship management, rectifying reliability issues, monitoring support progress and tracking performance against agreed SLAs.

The key responsibilities include:

• Manage a select portfolio of customers upon successful rollout into BAU by the Implementation team
• Develop and manage strategic operational relationships up to and including senior /C level contacts with all customers in the portfolio
• Support and assist customers with their operational requirements and queries through site visits and phone contact with a view to retention and growth, and delivering all services within agreed SLA timelines
• Act as a point of escalation for all support operational issues and concerns for the defined portfolio.
• Gauge Customer Satisfaction by undertaking regular customer satisfaction reviews with all customers in the portfolio
• Pro-actively report on the status of development requests, new module/ integration rollouts
• Take ownership of Critical Incidents, coordinating with resolution parties and establishing effective communication between stakeholders and preparation of post incident review process and reporting
• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary
• Be a positive member of the team contributing to team success and exceeding KPIs
• Engage relevant internal Sentral stakeholders and coordinate a channel that supports product growth

In addition, all members of staff are expected to:

Ensure that their conduct is consistent with provisions of the Code of Ethics and Conduct. Comply with the provisions of relevant policies and procedures including the company’s Information Security policy. Comply with relevant legislative requirements including requirements under the Corporations Law and the Group’s Australian Financial Services License. Carry out general administrative functions related to their role and to the effective and efficient functioning of the company as a whole.

Global Payments

Global Payments and Worldpay recently joined forces, and we’re currently operating across two Workday application systems. At Global Payments (NYSE : GPN), we empower simple, fast, secure payments for everyone. And to do that, we’ve built a complete, worldwide commerce ecosystem that delivers software and services at scale to millions of companies around the world from ambitious startups to global enterprises. Our team of 27,000 experts is dedicated to your success. Headquartered in Atlanta, Georgia, we're a Fortune 500 company and a member of the S&P 500 with worldwide reach spanning North America, Europe, Asia Pacific and Latin America. Wherever you are—or wherever you want to be—we’re there, ready to support you. For more information, visit company.globalpayments.com and follow Global Payments on X, LinkedIn and Facebook.

EEOC Statement: Global Payments Inc. is an equal opportunity employer.

Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law.

Those applicants requiring reasonable accommodation to the application and/or interview process should notify [e-mail].