Service Delivery Manager

Location: Chatswood, New South Wales, Australia

Company

hirify.global provides payment and financial technology services, with this role supporting Sentral customers and services.

What you will do

• Manage a portfolio of customers after implementation and transition into business-as-usual operations.
• Build strategic operational relationships with technical, operational, senior, and C-level customer contacts.
• Support customer operational requirements through regular meetings, site visits, and phone contact.
• Act as the escalation point for support issues, critical incidents, and customer concerns.
• Track service performance against agreed SLAs, report on requests and rollouts, and lead post-incident reviews.
• Coordinate internal technical and product stakeholders to resolve issues and improve service delivery.

Requirements

• Experience managing customer service delivery and operational relationships.
• Ability to coordinate incident resolution across multiple stakeholders.
• Experience monitoring SLAs, service performance, and customer satisfaction.
• Willingness to support customers through site visits and phone contact.
• Ability to comply with information security, workplace health and safety, regulatory, and company policy requirements.

Culture & Benefits

• Full-time employment.
• Collaboration with technical, product, and operational teams.
• Focus on service quality, customer retention, continuous improvement, and team performance.