Hybrid Service Delivery Manager

at Centorrino Technologies

• Job title: Service Delivery Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Professional Certificate
• Location requirements: Hybrid, Sydney, Australia

About the role

• Service Delivery Manager at Centorrino Technologies ensuring high-quality service delivery and customer satisfaction in Sydney. Collaborating with various teams for operational excellence and strategic improvement.

Responsibilities

• Oversee the end-to-end delivery of services, coordinating with technical and operational teams to ensure consistent, high-quality outcomes that meet or exceed SLAs, KPIs, and client requirements.
• Proactively identify and drive continuous improvement initiatives across service delivery processes to enhance efficiency, customer satisfaction, and scalability.
• Serve as the main escalation point for customers, ensuring timely resolution and proactive communication on service-related issues.
• Collaborate with the Technical Support teams and external vendors to provide operational guidance and strategic direction.
• Identify operational risks that may impact contractual obligations and work with relevant management stakeholders to ensure timely mitigation, service continuity and process improvement opportunities.
• Lead service-related communications with customers, including regular service review meetings.
• Collaborate with peers across sales, technical and client-facing teams to achieve successful customer outcomes.
• Act as a trusted advisor to clients, understanding their business needs and aligning service delivery to support strategic objectives.
• Develop and maintain strategic and technical roadmaps in collaboration with clients and internal teams to ensure alignment with business goals and future service capabilities.
• Support client retention and growth by identifying opportunities to expand service offerings and improve customer value.
• Champion issue resolution through the application of core ITIL principles and best practices.
• Produce, review, assess, and present service delivery reporting, ensuring SLAs and deliverables are met, and recommend improvements where needed.

Requirements

• A passion for providing exceptional customer service, demonstrated through your ability to show empathy and understanding from all perspectives, including your peers and your customers.
• Experience as an Account Manager, Junior Account Manager, Service Delivery Manager, IT Manager or relevant role
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level
• Excellent listening, negotiation and presentation abilities
• Strong technical understanding, or the ability to learn technological products and services very quickly
• Understanding technical issues and technical jargon and be able to communicate back in layman’s terms for the customer to understand
• Experience in large corporate organisations preferably across banking, finance, insurance or Government.
• Proven ability to manage service delivery in complex environments.
• Strong stakeholder engagement and communication skills.
• Commercial acumen and ability to identify growth opportunities.
• Robust knowledge of ITIL principles and service management frameworks.
• Experience in creating, managing, and improving processes.

Benefits

• Hybrid working (for majority of our roles) with team anchor days to support collaboration.
• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
• CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.
• *Note: A valid *Vulnerable People /* Working with Children Check (WWCC) and Police Check are required.*