Service Delivery Manager — Hybrid, ITIL, NV1

Centorrino-Technologies-1; Canberra; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Training & development

Cost-price IT equipment

Team events

Employee discounts

Job summary

Centorrino Technologies (CT) in Canberra is seeking a Service Delivery Manager to oversee end-to-end service delivery, ensure SLAs and KPIs are met, and coordinate across technical, operational, and vendor teams.

The role requires an active NV1 security clearance and experience in ITIL-based incident management, service reporting, and risk mitigation. Hybrid working and ongoing training are offered.

Qualifications

• Experience delivering services that meet SLAs and KPIs.
• Ability to coordinate across technical, operational and vendor teams.
• Strong focus on continuous improvement and service optimisation.
• Effective customer engagement and escalation management.
• Experience providing operational guidance and identifying service risks.
• Skilled in leading service communications and review sessions with clients.
• Strong relationship-building to act as a trusted advisor.
• Experience applying ITIL principles to manage incidents.
• Knowledge of governance, security, and regulatory compliance requirements.
• Active NV1 security clearance is required.

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 delivery

Cross-team coordination

Continuous improvement

Escalation management

Operational guidance

ITIL principles

Service reporting

Governance & compliance

NV1 security clearance

Job description

Centorrino Technologies (CT) in Canberra is seeking a Service Delivery Manager to oversee end-to-end service delivery, ensure SLAs and KPIs are met, and coordinate across technical, operational, and vendor teams.

The role requires an active NV1 security clearance and experience in ITIL-based incident management, service reporting, and risk mitigation. Hybrid working and ongoing training are offered.