Strategic Service Delivery Manager - Payments

tsys; Sydney; Presencial; AUD 130.000 - 140.000; Jornada completa

Descripción de la vacante

tsys is seeking a Service Delivery Manager to partner with enterprise customers as they transition from implementation to business-as-usual service delivery. You will collaborate with Support, Product, Engineering and Professional Services to drive service performance, resolve complex issues and deliver a high-quality customer experience.

You will build relationships with operational and senior stakeholders, lead service reviews and manage escalations, turning challenges into actionable

Formación

• 3+ years in Service Delivery/PM in tech, SaaS or enterprise software.
• Experience managing complex or enterprise customer relationships, incl. senior stakeholders.
• Strong understanding of IT service management, incidents, escalations and SLAs.
• Experience contributing to incident management, RCAs and service-improvement initiatives.
• Ability to translate technical information into clear, executive-friendly language.

Responsabilidades

• Own the service delivery relationship for a portfolio of strategic/enterprise customers.
• Build trusted relationships with operational, technical and senior customer stakeholders.
• Lead regular service reviews covering performance, incidents, risks, actions and improvements.
• Monitor service performance against agreed SLAs and commitments.
• Act as the primary escalation point for significant or recurring service issues and coordinate resolution.
• Provide clear, confident communication during complex technical issues and escalations.
• Partner with Product and Engineering to identify root causes, dependencies and permanent fixes.
• Support customers transitioning from implementation into business-as-usual delivery.
• Identify recurring issues and opportunities to improve the overall service experience.
• Maintain visibility of customer risks, actions and commitments with accountability.

Conocimientos

Service Delivery

Enterprise relationships

ITIL/ITSM

Incident & RCA

Executive communication

Stakeholder management

Service reviews

Organization & prioritisation

Customer focus

Commercial judgement

Descripción del empleo

tsys is seeking a Service Delivery Manager to partner with enterprise customers as they transition from implementation to business-as-usual service delivery. You will collaborate with Support, Product, Engineering and Professional Services to drive service performance, resolve complex issues and deliver a high-quality customer experience.

You will build relationships with operational and senior stakeholders, lead service reviews and manage escalations, turning challenges into actionable