Service Delivery Manager
Service Delivery Manager
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Job Description
Every day Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit debit prepaid and merchant services. Our worldwide team helps over 3 million companies more than 1300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
ABOUT GLOBAL PAYMENTS
Whether youre a merchant accepting payments a bank issuing cards or a developer embedding payment technology if it has anything to do with commerce were Already on it! Thats why 5m customers and 7k software partners around the world rely on Global Payments to handle more than 73b transactions every year.
Through local expertise and global scale at Global Payments we deliver market-leading technology solutions through five regional sub-brands Eway Ezidebit Sentral Pigeonhole Software and Storman.
These brands are anchored by Global Payments a Fortune 500 brand and commerce leader powering millions of companies around the world from ambitious startups to enterprise giants.
We make a positive impact on our customers and communities through our values of Passion Care Accountability Excellence and Ingenuity.
Underpinning our values is our commitment to Diversity Equity and Inclusion woven into our cultural DNA through a multi-year Oceania program focused on two core pillars of action - Reconciliation and Gender Equity.
Sentral is a trusted cloud-based platform supporting over 3000 schools across Australia with student administration data management and parent engagement. By reducing administrative workload Sentral empowers teachers administrators and school leaders to focus on improving student outcomes.
ABOUT THE ROLE
As the Service Delivery Manager youll take ownership of a select portfolio of client accounts being their trusted advisor and operational partner. Youll ensure that our clients experience the full value of Sentrals solutions overseeing performance proactively resolving issues and driving continuous improvement. From coordinating critical incident responses to providing strategic insights your goal is to create an outstanding client experience every step of the way.
Key Responsibilities:
- Manage operational relationships with a portfolio of clients post-implementation.
- Build strong strategic relationships with key stakeholders including senior and C-level contacts.
- Act as a point of escalation and advocate for your clients needs within Sentral.
- Monitor service delivery performance ensuring adherence to SLAs and client expectations.
- Conduct regular site visits satisfaction reviews and status reporting.
- Coordinate incident responses communicate effectively with stakeholders and lead post-incident reviews.
- Proactively support product rollouts development updates and integrations.
- Champion service improvements and contribute to internal collaboration and growth initiatives.
SALARY
The salary range for this role is $base superannuation.
ABOUT YOU
Were looking for a teammate who will stand by our values and bring them to life. A brand ambassador who collaborates partners and stands with us. You bring a calm and professional approach paired with a problem-solving mindset and a strong focus on driving outcomes and building trust quickly. You have a team-first attitude a passion for delivering measurable results and the confidence to lead conversations manage expectations and inspire others.
You will also bring:
- 3 years experience in a client-facing Service Delivery or Account Management role.
- Customer-first mindset with proven experience delivering high service standards.
- Strong organisational multitasking and prioritisation skills.
- Excellent communication and negotiation abilities across all stakeholder levels.
- ITIL v3 (or above) certification with experience in ITIL service management environments.
- Sound knowledge of service delivery tools support metrics and process improvement.
- Confidence to influence both internal teams and client stakeholders.
Nice to have:
- Experience in SaaS or Cloud-based environments.
- Knowledge or experience in the education sector.
Please note that you must have:
- Full work rights in Australia
- Ability to obtain a Working with Children Check
- Ability to obtain an Australian Federal Police Check
OUR BENEFITS
Join a leading global technology brand that offers benefits youll actually value including:
- Flexible work arrangements that support your unique needs.
- 18 weeks paid parental leave for either parent as well as two weeks paid secondary carers leave.
- Women in Digital membership granting you access to a host of member industry events and resources.
- Additional birthday community giving wellness and study leave.
- Our free and confidential Employee Assistance Program counselling service and wellbeing resources.
- A jam-packed calendar of cultural celebrations and social activities.
- Global career and professional development opportunities.
- Salary sacrifice and an Employee Stock Purchase Plan.
READY TO APPLY
Want to join a team that places the needs of our people clients and community at the heart of everything they doby submitting your CV or to discuss if this role is right for you contact Kristy Ward at.
Please note you will be redirected to a Global Payments careers page to submit your application.
We respectfully ask that no recruitment agencies contact us regarding this position.
LI-HYBRID
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race color religion sex (including pregnancy) national origin ancestry age marital status sexual orientation gender identity or expression disability veteran status genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website please contact .
Required Experience:
Manager
Employment Type
Full-Time
