Client Success & Service Delivery Lead

FNZ Group; Melbourne; On-site; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Competitive salary & staff benefits

Private medical and life insurance

Collaborative, inclusive culture

Job summary

FNZ Group is seeking a Service Delivery Manager in Australia to foster strong client relationships and oversee service delivery for a portfolio of key clients. You will liaise between clients and FNZ’s teams, ensure contractual SLAs, and guide issues to resolution with a proactive, outcomes-focused approach.

You will work closely with Client Directors, Production Support, Risk Management and Operations, delivering insights, driving improvements, and maintaining high client satisfaction and

Qualifications

• Experience in client services or account management.
• Ability to manage complex issues and escalate appropriately.
• Strong communication and influencing skills.
• Understanding of wealth management or fintech is a plus.

Responsibilities

• Act as the primary day-to-day relationship manager for key clients and ensure high service delivery.
• Monitor and oversee service level performance, address risks or breaches.
• Chair client governance forums and governance meetings with clear reporting.
• Serve as main escalation point for clients and drive issues to resolution.
• Manage critical platform incidents and coordinate internal teams during major events.
• Build partnerships across Operations, Production Support, Risk and Technology.
• Provide clear communication between clients and internal stakeholders.
• Identify opportunities for service improvements and operational efficiencies.

Skills

Client relationship mgmt

Stakeholder mgmt

Communication skills

Commercial awareness

Proactive problem solving

Collaborative teamwork

Organisational skills

Job description

FNZ Group is seeking a Service Delivery Manager in Australia to foster strong client relationships and oversee service delivery for a portfolio of key clients. You will liaise between clients and FNZ’s teams, ensure contractual SLAs, and guide issues to resolution with a proactive, outcomes-focused approach.

You will work closely with Client Directors, Production Support, Risk Management and Operations, delivering insights, driving improvements, and maintaining high client satisfaction and