{"id":2721656,"url":"https://alion.io/job/global-payments-service-delivery-manager","title":"Service Delivery Manager","company":{"id":2520,"name":"Global Payments","domain":"globalpayments.com","url":"https://alion.io/company/globaltech-poland-sp-z-o-o","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":98,"open_postings":89,"ghost_share":0.022,"stale_share":0.18,"repost_share":0.101,"time_to_fill_p50_days":21,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":130000,"max":140000,"currency":"AUD","period":"year","gross":null,"usd_annual":96870},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-10-16T15:02:55Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-10-20T20:13:25Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"Ready to take your career global?\nMake your mark at one of the biggest names in payments. We’re looking for a Service Delivery Manager to join our ever-evolving Operations team and help us unleash the potential of every business.\nAbout the opportunity\nThis role sits within Sentral, you’ll be a trusted partner to customers as they transition from implementation into business-as-usual service delivery. You’ll work across Support, Product, Engineering and Professional Services to manage service performance, resolve complex issues and ensure customers receive a consistent, high-quality experience.\nYou’ll build strong relationships with operational, technical and senior stakeholders, lead service reviews and manage escalations when they arise. With a blend of customer leadership, service management and technical understanding, you’ll turn complex challenges into clear actions and positive customer outcomes.\nSalary\nThe annual salary range for this position is AUD 130,000 to 140,000 + superannuation.\nWhat you’ll own\nOwn the service delivery relationship for a portfolio of strategic and enterprise customers.\nBuild trusted relationships with operational, technical and senior customer stakeholders.\nLead regular service reviews covering performance, incidents, risks, actions and improvement opportunities.\nMonitor service performance against agreed service levels and customer commitments.\nAct as the key escalation point for significant or recurring service issues, coordinating internal teams through to resolution.\nProvide clear, confident customer communication during complex technical issues and escalations.\nPartner with Product and Engineering to understand root causes, dependencies, workarounds and permanent solutions.\nSupport customers transitioning from implementation into business-as-usual service delivery.\nIdentify recurring issues, customer pain points and opportunities to improve the overall service experience.\nMaintain visibility of customer risks, actions and commitments, ensuring strong follow-through and accountability. \nWhat you’ll bring\n3+ years’ experience in Service Delivery Management, Project Management or a similar customer-facing role within technology, SaaS or enterprise software.\nExperience managing complex or enterprise customer relationships, including senior and executive stakeholders.\nStrong understanding of IT service management, including incident, escalation and service-level management.\nExperience supporting incident management, root cause analysis and service improvement initiatives.\nConfidence working with Product, Engineering, Support and Implementation teams to resolve complex customer issues.\nThe ability to translate technical information into clear, meaningful communication for both customer and executive audiences.\nStrong stakeholder management, influencing, negotiation and problem-solving skills.\nExperience leading customer service reviews and governance conversations.\nStrong organisation and prioritisation skills, with the ability to manage multiple customers and competing priorities.\nA customer-focused mindset with sound commercial judgement and a strong sense of ownership.\nIt’s a bonus if you have\nExperience with APIs, integrations, data flows, platform performance or technical troubleshooting.\nExperience within education technology or the education sector.\nITIL certification or practical ITIL/service management experience.\nExperience supporting government, enterprise or multi-site customers.\nAbout the team\nOur inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections - it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.\nWhat makes aGlobalpayer ?\nGlobalpayers think like a client, act like an owner and win as one team. We’re curious and innovative - always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.\nDoes this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.","description_format":"text","description_chars":4204,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["POS Systems","Cards & Card Issuing","Payment Processing & Gateways"],"lifecycle":[{"event":"open","at":"2026-10-16T15:02:55Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":3,"expected_fill_days":21,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-20T05:45:00Z"},"pay":{"stated_usd_annual":96870,"is_top_pay":false},"html_url":"https://alion.io/job/global-payments-service-delivery-manager","json_url":"https://alion.io/job/global-payments-service-delivery-manager.json","meta":{"generated_at":"2026-10-20T23:28:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27073,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2520},"rest":"https://alion.io/mcp/rest/get_company?id=2520"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fglobal-payments-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fglobal-payments-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fglobal-payments-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/global-payments-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fglobal-payments-service-delivery-manager"}]}