Service Delivery Manager
Join Centorrino Technologies: Innovate, Grow, and Thrive with Us!
At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we’re not stopping there.
We’re excited by the fact our team is continuing to expand. And, as we continue to grow, we’re on the hunt for a Service Delivery Manager to join our team in Sydney, NSW.
Requirements
What You'll Do:
- 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.
What You'll Bring:
- 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
Why You'll Love Working Here:
Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work! Here's why:
- 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.