Service Delivery Manager (Fintech)

Location: Hybrid role based in Chatswood/Sydney, New South Wales, Australia

Salary: AUD 130,000–140,000 annual salary plus superannuation

Company

hirify.global is a hirify.global company operating through Sentral, an education technology platform.

What you will do

• Own service delivery relationships for a portfolio of strategic and enterprise customers.
• Lead service reviews covering performance, incidents, risks, actions, and improvement opportunities.
• Monitor service levels and customer commitments, maintaining visibility of risks and follow-up actions.
• Act as the escalation point for significant or recurring service issues and coordinate internal teams through resolution.
• Partner with Product, Engineering, Support, and Implementation teams on root causes, workarounds, dependencies, and permanent solutions.
• Support customer transitions from implementation into business-as-usual service delivery and improve the overall service experience.

Requirements

• 3+ years of experience in Service Delivery Management, Project Management, or a similar customer-facing technology, SaaS, or enterprise software role.
• Experience managing complex or enterprise customer relationships, including senior and executive stakeholders.
• Strong understanding of IT service management, including incident, escalation, and service-level management.
• Experience with incident management, root cause analysis, service improvement, and customer governance reviews.
• Ability to translate technical information into clear communication for customer and executive audiences.
• Strong stakeholder management, influencing, negotiation, problem-solving, organisation, and prioritisation skills.

Nice to have

• Experience with APIs, integrations, data flows, platform performance, or technical troubleshooting.
• Experience in education technology or the education sector.
• ITIL certification or practical ITIL/service management experience.
• Experience supporting government, enterprise, or multi-site customers.

Culture & Benefits

• Work with inclusive, global teams across an evolving payments and technology business.
• Collaborate with colleagues across customer, Product, Engineering, Support, and Professional Services functions.
• Opportunities to learn from experienced industry professionals and develop a global career.
• Work in an environment focused on customer outcomes, ownership, innovation, and continuous improvement.