Service Delivery Manager - NV1 Clearance, Hybrid Advisor

Centorrino Technologies Pty Ltd.; Brisbane; Hybrid; AUD 110,000 - 170,000; Full time

Benefits offered by this job

Hybrid working

Training & development

Employee discounts

IT equipment at cost

Team events

Job summary

Centorrino Technologies Pty Ltd. is seeking a Service Delivery Manager to oversee end-to-end service delivery for clients, ensuring SLA/KPI targets are met and communication stays proactive.

The role requires coordinating technical, operational, and vendor teams while driving continuous improvement and risk mitigation. You will act as the primary escalation point and trusted advisor, managing incidents, producing monthly reports, and leading service review meetings.

Qualifications

• Experience delivering services that meet/exceed SLAs and KPIs.
• Ability to coordinate across technical, operational, and vendor teams.
• Strong focus on continuous service improvement and optimisation.
• Excellent customer engagement and escalation management skills.
• Experience providing operational guidance and identifying service risks.

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 practices

Incident management

Customer engagement

Risk management

Vendor coordination

Executive communication

Tools

ITIL framework

Job description

Centorrino Technologies Pty Ltd. is seeking a Service Delivery Manager to oversee end-to-end service delivery for clients, ensuring SLA/KPI targets are met and communication stays proactive.

The role requires coordinating technical, operational, and vendor teams while driving continuous improvement and risk mitigation. You will act as the primary escalation point and trusted advisor, managing incidents, producing monthly reports, and leading service review meetings.