Service Delivery Manager

About the role

FNZ is recruiting a Service Delivery Manager for its Australian business, reporting to the Client Director. The role acts as the primary liaison between key clients and internal teams, overseeing service delivery performance, contractual obligations and service levels, and resolving complex client issues. It is a highly visible, outcomes-focused position working closely with Client Directors, Production Support, Risk Management and Operations leaders.

Key responsibilities

• Act as the day-to-day relationship manager for key clients, ensuring a high standard of service delivery and client satisfaction.
• Monitor service level performance, ensure contractual SLAs are met and address service risks or breaches proactively.
• Chair and lead client governance forums, service reviews and operational meetings, with clear reporting and strategic oversight.
• Serve as the main escalation point for clients, taking ownership of high-priority issues to resolution.
• Manage critical platform incidents and problem management activities, coordinating internal teams and communications during major events.
• Build partnerships across Operations, Production Support, Risk and Technology teams and communicate clearly between clients and internal stakeholders.
• Identify service improvements and operational efficiencies through regular client engagement and feedback.
• Maintain a strong understanding of FNZ's platform capabilities, wealth management technology and operational processes.
• Support commercial objectives by understanding client contracts and arrangements, and influence and manage client expectations.

Required profile

• Strong client relationship and stakeholder management skills.
• Proven ability to manage complex issues and drive positive outcomes.
• Commercial awareness and sound business judgement.
• Strong communication and influencing skills, with the ability to build trusted relationships across all levels.
• Organised, able to manage competing priorities, and a collaborative team player in a fast-paced environment.

What we offer

• Competitive salary and staff benefits.
• Private medical and life insurance.
• A collaborative, inclusive and supportive culture within a global FinTech organisation.

Candidates apply with a cover letter and CV by 18 November 2026; applications are shortlisted as they arrive, and early applications are encouraged.