Service Delivery Manager

Posted today

Job Description

Reporting to the Client Director (Australia), the Service Delivery Manager plays a critical role in fostering strong client relationships and delivering an exceptional service experience for a portfolio of key clients. Acting as the primary liaison between clients and internal teams, you will oversee service delivery performance, ensure contractual obligations and service levels are consistently met, and proactively manage complex client issues through to resolution.

This is a highly visible role requiring a proactive, outcomes-focused approach. As a trusted advisor and escalation point, you will act as a concierge between clients and FNZ's operational, risk and technology teams, navigating challenges, driving solutions and ensuring issues are managed beyond client expectations.

Working closely with Client Directors, Production Support, Risk Management and Operations leaders,



you will provide valuable insight into client feedback, identify opportunities for service improvement and play a key role in maintaining long-term client satisfaction and success.

What are we ideally looking for in a successful candidate:
Robust client relationship and stakeholder management skills.
A customer-focused mindset with a passion for service excellence.
Proven ability to manage complex issues and drive positive outcomes.
Robust communication and influencing skills.
Commercial awareness and sound business judgement.
A proactive, solutions-oriented approach to problem solving.
The ability to build and maintain trusted relationships across all levels.
Solid organisational skills with the ability to manage competing priorities.
A collaborative team player who thrives in a fast-paced environment.

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