Service Delivery Manager

Centorrino Technologies

. Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded.

Posted 10/17/2026full-timeBrisbane • AustraliaMid-LevelSenior💰 A$120,000 - A$140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in service delivery management, ensuring compliance with SLAs and KPIs while fostering strong customer relationships. Proficient in applying ITIL principles for incident management and continuous service improvement.

Highest-signal resume keywords

Service Delivery ManagementITIL Principles ApplicationCustomer Engagement SkillsOperational Risk IdentificationService Reporting Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA ManagementKPI MonitoringService OptimisationIncident ManagementService ReportingOperational GuidanceRisk MitigationContinuous Improvement

Soft Skills

Relationship BuildingEffective CommunicationEscalation ManagementProactive Problem Solving

Certifications & Qualifications

NV1 Security ClearanceVulnerable People / Working with Children CheckPolice Check

Industry Keywords

Governance ComplianceSecurity StandardsRegulatory ComplianceCustomer SatisfactionService Review Meetings

About the role

Key responsibilities & impact

Oversee end-to-end service delivery to clients, ensuring SLAs and KPIs are met or exceeded.
Coordinate with technical and operational teams to align services with client requirements.
Drive continuous improvement initiatives to enhance efficiency, customer satisfaction, and scalability.
Act as the main escalation point for customers, ensuring timely resolution and proactive communication.
Collaborate with Technical Support teams and external vendors to provide operational guidance and strategic direction.
Identify and mitigate operational risks that may impact contractual obligations.
Lead customer communications, including regular service review meetings.
Build and maintain strong customer relationships through regular remote and in-person engagements.
Act as a trusted advisor, aligning service delivery with clients' business needs and objectives.
Tailor communication for various audiences to ensure clarity and alignment.
Manage incident escalations and remove roadblocks, applying ITIL principles and best practices.
Produce and present monthly service reports, including SLA performance, incident metrics, and root cause summaries.
Recommend service improvements and risk mitigation strategies based on service trends.
Ensure compliance with internal governance, security, and regulatory standards.

Requirements

What you’ll need

Demonstrated experience delivering services that meet or exceed SLAs and KPIs.
Proven ability to coordinate across technical, operational, and vendor teams.
Strong focus on continuous improvement and service optimisation.
Effective customer engagement and escalation management skills.
Experience in providing operational guidance and identifying service risks.
Skilled in leading service communications and review sessions with clients.
Strong relationship-building capabilities and ability to act as a trusted advisor.
Experience applying ITIL principles to manage and resolve incidents.
Proficiency in preparing service reports with actionable insights and recommendations.
Knowledge of governance, security, and regulatory compliance requirements.
An active NV1 security clearance is required to be eligible for this role.
Valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.

Benefits

Comp & perks

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.
Diversity and inclusion-focused workplace where every voice is heard.
Valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.