Service Delivery Manager

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 1,300 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 you’re a merchant accepting payments, a bank issuing cards or a developer embedding payment technology, if it has anything to do with commerce, we’re **_Already on it_** That’s 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**, you’ll take ownership of a select portfolio of client accounts, being their trusted advisor and operational partner. You’ll ensure that our clients experience the full value of Sentral’s 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 $130, 0000 - 140, 000 base + superannuation.

**ABOUT YOU**:
We’re 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 you’ll 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 carer’s leave.
- Women in Digital membershi