Client Delivery & Service Excellence Lead

UK | FNZ Global Management; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive salary

Private medical & life insurance

Inclusive culture

Job summary

FNZ is seeking a Service Delivery Manager to join our Australian team, based in Melbourne or Sydney. You will act as the primary liaison between key clients and FNZ's operations, risk and technology teams, ensuring service levels and contractual commitments are met.

Reporting to the Client Director (Australia), you will oversee governance forums, manage major incidents, and drive service improvements while strengthening long-term client relationships and satisfaction.

Qualifications

• Strong client relationship and stakeholder management skills.
• Customer-focused mindset with a passion for service excellence.
• Proven ability to manage complex issues and drive outcomes.
• Strong communication and influencing skills.
• Commercial awareness and good business judgement.
• Proactive, solutions-oriented problem solving approach.

Responsibilities

• Act as primary day-to-day relationship manager for key clients, ensuring high service delivery and satisfaction.
• Monitor service level performance and proactively address risks or breaches.
• Chair governance forums, service reviews and operational meetings with clear reporting.
• Serve as escalation point for clients; drive high-priority issues to resolution.
• Manage critical incidents and problem management with cross-team coordination.
• Build partnerships across Operations, Risk and Technology to achieve positive outcomes.
• Communicate clearly between clients and internal stakeholders with timely updates.
• Identify opportunities for service improvements and efficiency gains.
• Maintain understanding of FNZ platform capabilities to support client needs.
• Support commercial objectives by understanding contracts and milestones.

Skills

Client relationship management

Stakeholder management

Communication skills

Commercial awareness

Problem solving

Collaborative team player

Job description

FNZ is seeking a Service Delivery Manager to join our Australian team, based in Melbourne or Sydney. You will act as the primary liaison between key clients and FNZ's operations, risk and technology teams, ensuring service levels and contractual commitments are met.

Reporting to the Client Director (Australia), you will oversee governance forums, manage major incidents, and drive service improvements while strengthening long-term client relationships and satisfaction.