Purpose of the Role 

The Service Delivery Manager (SDM) is responsible for making sure Sentral Support services are being seamlessly delivered to our customers and will manage the operational relationship of a select portfolio of customers. The SDM plays a vital role in boosting the user experience by ensuring smooth delivery of top-notch services that meet and exceed customer demands. This role is critical in building trusting and professional relationships with technical and operational contacts within these accounts, ensuring value is recognised for the solutions and services we provide.

The SDM will meet with clients on a regular basis to capture and share information pertaining to incidents and requests whilst interfacing with internal Sentral technical & product teams to resolve any issues that arise.

Responsibilities 

The SDM will be responsible for driving superior client relationship management, rectifying reliability issues, monitoring support progress and tracking performance against agreed SLAs.  The key responsibilities include:

• Manage a select portfolio of customers upon successful rollout into BAU by the Implementation team
• Develop and manage strategic operational relationships up to and including senior /C level contacts with all customers in the portfolio
• Support and assist customers with their operational requirements and queries through site visits and phone contact with a view to retention and growth, and delivering all services within agreed SLA timelines
• Act as a point of escalation for all support operational issues and concerns for the defined portfolio.
• Gauge Customer Satisfaction by undertaking regular customer satisfaction reviews with all customers in the portfolio
• Pro-actively report on the status of development requests, new module/ integration rollouts
• Take ownership of Critical Incidents, coordinating with resolution parties and establishing effective communication between stakeholders and preparation of post incident review process and reporting
• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary
• Be a positive member of the team contributing to team success and exceeding KPIs
• Engage relevant internal Sentral stakeholders and coordinate a channel that supports product growth

In addition, all members of staff are expected to: 

• Ensure that their conduct is consistent with provisions of the Code of Ethics and Conduct. 
• Comply with the provisions of relevant policies and procedures including the company’s Information Security policy. 
• Comply with the provisions of the Workplace Health and Safety framework including policies, procedures and safe work systems that relate to their role, department or the company as a whole. 
• Comply with relevant legislative requirements including requirements under the Corporations Law and the Group’s Australian Financial Services License. 
• Carry out general administrative functions related to their role and to the effective and efficient functioning of the company as a whole.