Service Delivery Manager – Hybrid & ITIL-Driven Client Success

Centorrino Technologies Pty Ltd.; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid work model with anchor days

Extensive training and development

Staff discounts and tech deals

Choice of IT equipment for work and个人

Job summary

Centorrino Technologies Pty Ltd. is seeking a Service Delivery Manager to lead end-to-end service delivery from Sydney or Canberra. You will align services with client requirements, drive improvements, and act as the main escalation point for customers.

The role emphasizes ITIL-based incident handling, governance and security compliance, and strong vendor collaboration, with hybrid work options and ongoing professional development.

Qualifications

• 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.

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

Cross-functional coordination

ITIL procedures

Vendor management

Client communications

Education

Bachelor’s degree in IT/related

Job description

Centorrino Technologies Pty Ltd. is seeking a Service Delivery Manager to lead end-to-end service delivery from Sydney or Canberra. You will align services with client requirements, drive improvements, and act as the main escalation point for customers.

The role emphasizes ITIL-based incident handling, governance and security compliance, and strong vendor collaboration, with hybrid work options and ongoing professional development.