Service Delivery Manager – ITIL & Client Success | Canberra

Centorrino Technologies; Canberra; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Hybrid working

Comprehensive training & development

Discounts & benefits

IT equipment provided

Team events

Job summary

Centorrino Technologies Pty Ltd. in Canberra seeks a Service Delivery Manager to oversee end-to-end service delivery, ensuring SLAs and KPIs are met.

You will coordinate across technical, operational, and vendor teams to align services with client requirements and drive continuous improvement. The role focuses on escalation management, proactive communication, and maintaining strong customer relationships, with a mix of remote and in-person engagements and adherence to governance and security

Qualifications

• Experience delivering services that meet or exceed 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 skills.
• Experience applying ITIL principles to manage incidents.

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.

Skills

ITIL practices

Incident management

Escalation management

Vendor coordination

Customer relationship

Stakeholder communication

Service reporting

Job description

Centorrino Technologies Pty Ltd. in Canberra seeks a Service Delivery Manager to oversee end-to-end service delivery, ensuring SLAs and KPIs are met.

You will coordinate across technical, operational, and vendor teams to align services with client requirements and drive continuous improvement. The role focuses on escalation management, proactive communication, and maintaining strong customer relationships, with a mix of remote and in-person engagements and adherence to governance and security