Strategic Service Delivery Manager

Global Payments Inc.; Sydney; Sur place; AUD 110 000 - 160 000; Plein temps

Résumé du poste

Sentral is seeking a Service Delivery Manager to oversee the seamless delivery of support services to a portfolio of customers. The role focuses on building trusted relationships with technical and operational contacts, ensuring value recognition for delivered solutions and services.

You will meet clients regularly to share incident details and requests while coordinating with internal Sentral teams to resolve issues, maintain SLA adherence, and drive customer satisfaction.

Responsabilités

• 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

Description du poste

Sentral is seeking a Service Delivery Manager to oversee the seamless delivery of support services to a portfolio of customers. The role focuses on building trusted relationships with technical and operational contacts, ensuring value recognition for delivered solutions and services.

You will meet clients regularly to share incident details and requests while coordinating with internal Sentral teams to resolve issues, maintain SLA adherence, and drive customer satisfaction.