Client Success & Service Delivery Lead

FNZ (UK) Ltd; Melbourne; On-site; AUD 120,000 - 180,000; Full time

Job summary

FNZ (UK) Ltd in Melbourne seeks a Service Delivery Manager to lead day-to-day service delivery for key clients, acting as the primary liaison between clients and internal teams and driving SLA performance.

Reporting to the Client Director (Australia), you will chair governance forums, manage critical incidents, and coordinate Risk, Technology and Operations to deliver trusted outcomes and ensure client 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 positive outcomes.
• Strong communication and influencing skills.
• Commercial awareness and sound business judgement.
• Proactive, solutions-oriented approach to problem solving.
• Ability to build and maintain trusted relationships across all levels.

Responsibilities

• Act as the primary day-to-day relationship manager for key clients, ensuring high standards of service delivery and satisfaction.
• Monitor and oversee service level performance, ensuring SLAs are met and addressing risks or breaches.
• Chair governance forums, service reviews and operational meetings with clear reporting.
• Serve as the main escalation point for high-priority issues and drive resolution.
• Coordinate incident management and problem management during major events.
• Build partnerships across Operations, Production Support, Risk and Technology to deliver positive client outcomes.
• Provide timely and transparent updates between clients and internal stakeholders.
• Identify opportunities for service improvements and operational efficiencies.

Skills

Client relationship management

Stakeholder management

Communication

Problem solving

Commercial awareness

Organisational skills

Team collaboration

Job description

FNZ (UK) Ltd in Melbourne seeks a Service Delivery Manager to lead day-to-day service delivery for key clients, acting as the primary liaison between clients and internal teams and driving SLA performance.

Reporting to the Client Director (Australia), you will chair governance forums, manage critical incidents, and coordinate Risk, Technology and Operations to deliver trusted outcomes and ensure client satisfaction.