Strategic Service Delivery Manager

Global Payments; Willoughby; On-site; AUD 120,000 - 160,000; Full time

Job summary

Global Payments is seeking a Service Delivery Manager to ensure seamless delivery of support services and manage the operational relationship for a portfolio of customers.

The role focuses on building trusted relationships with technical and operational contacts, capturing incident information, and coordinating with internal teams to resolve issues while maximizing value and customer satisfaction.

Responsibilities

• Drive superior client relationship management and rectify reliability issues.
• Monitor support progress and track performance against agreed SLAs.
• Manage a select portfolio of customers after rollout into BAU by the Implementation team.
• Develop and manage strategic operational relationships up to C-level with customers.
• Assist customers with operational requirements via site visits and phone contacts to support retention and growth within SLA timelines.
• Act as escalation point for all support operational issues and concerns.
• Gauge customer satisfaction through regular reviews with customers.
• Report proactively on development requests, new module/integration rollouts.
• Take ownership of Critical Incidents and coordinate with resolution parties.
• Maintain high performance levels for service-related processes and drive improvement activities.
• Be a positive team member contributing to success and KPIs.
• Engage internal Sentral stakeholders to support product growth.

Job description

Global Payments is seeking a Service Delivery Manager to ensure seamless delivery of support services and manage the operational relationship for a portfolio of customers.

The role focuses on building trusted relationships with technical and operational contacts, capturing incident information, and coordinating with internal teams to resolve issues while maximizing value and customer satisfaction.