Service Delivery Manager

Centorrino Technologies

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

Posted 10/16/2026full-timeCanberra • AustraliaMid-LevelSenior💰 A$150,000 - A$180,000 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 client relationships. Proficient in applying ITIL principles for incident management and continuous service improvement.

Highest-signal resume keywords

Service Delivery ManagementITIL Principles ApplicationCustomer EngagementOperational Risk IdentificationService Reporting

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA ManagementKPI MonitoringService OptimisationIncident ManagementOperational GuidanceService Improvement StrategiesRisk MitigationService ReportingContinuous ImprovementGovernance Compliance

Soft Skills

Relationship BuildingEffective CommunicationEscalation ManagementProactive Problem SolvingTrusted Advisor

Certifications & Qualifications

NV1 Security ClearanceVulnerable People / Working with Children CheckPolice Check

Industry Keywords

Service DeliveryClient RequirementsTechnical SupportOperational TeamsVendor CoordinationCustomer SatisfactionService Review MeetingsRegulatory StandardsSecurity ComplianceOperational Risks

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 providing operational guidance and identifying service risks
Skilled in leading service communications and client review sessions
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
A valid Vulnerable People / Working with Children Check (WWCC) is required
Police Check is required

Benefits

Comp & perks

Hybrid working with team anchor days to support collaboration
Extensive training and development opportunities
Extensive discounts and benefits
Choice of IT equipment
Access to cost-price technology for personal needs
Fun team events
Diverse, inclusive workplace culture