Service Delivery Manager

About the role

Centorrino Technologies, a technology company recognised as a Great Place to Work in 2024, is looking for a Service Delivery Manager to join its team in Canberra. The role oversees end-to-end service delivery to clients, keeping SLAs and KPIs met or exceeded while building strong customer relationships.

Key responsibilities

• Oversee end-to-end service delivery so that SLAs and KPIs are met or exceeded.
• Coordinate with technical and operational teams to align services with client requirements.
• Drive continuous improvement to improve efficiency, customer satisfaction and scalability.
• Act as the main escalation point for customers, resolving issues promptly and communicating proactively.
• Collaborate with Technical Support teams and external vendors on operational guidance and strategy.
• Identify and mitigate operational risks affecting contractual obligations.
• Lead customer communications, including regular service review meetings, and build relationships through remote and in-person engagement.
• Manage incident escalations and remove roadblocks using ITIL principles and best practices.
• Produce and present monthly service reports covering SLA performance, incident metrics and root causes, and recommend improvements.
• Ensure compliance with internal governance, security and regulatory standards.

Required profile

• Demonstrated experience delivering services that meet or exceed SLAs and KPIs.
• Experience coordinating across technical, operational and vendor teams.
• Experience applying ITIL principles to manage and resolve incidents.
• An active NV1 security clearance is required to be eligible for the role.
• A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Required skills

• Strong focus on continuous improvement and service optimisation.
• Effective customer engagement and escalation management.
• Ability to lead service communications and review sessions with clients.
• Proficiency in preparing service reports with actionable insights and recommendations.
• Knowledge of governance, security and regulatory compliance requirements.

What we offer

• Hybrid working for the majority of roles, with team anchor days.
• Extensive training and development opportunities.
• Discounts and benefits, and a choice of IT equipment.
• Fun team events.