Client Success & Service Delivery Lead

FNZ; Melbourne; Vor Ort; AUD 130.000 - 165.000; Vollzeit

Benefits dieser Stelle

Private medical and life insurance

Staff benefits

Collaborative culture

Zusammenfassung

FNZ Australia is seeking a Service Delivery Manager to oversee day-to-day service delivery for key clients, acting as the trusted liaison between clients and FNZ’s operations, risk and technology teams. You will drive governance, manage incidents and ensure client satisfaction through proactive collaboration.

You will partner with Client Directors, Production Support, Risk and Operations leaders to deliver strong outcomes, identify improvement opportunities and strengthen long-term relationships

Qualifikationen

• Strong 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.
• Strong 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.
• Strong organisational skills with the ability to manage competing priorities.
• A collaborative team player who thrives in a fast-paced environment.

Aufgaben

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

Kenntnisse

Relationship management

Stakeholder mgmt

Communication

Problem solving

Commercial awareness

Proactive

Team collaboration

Prioritization

Tools

None

Jobbeschreibung

FNZ Australia is seeking a Service Delivery Manager to oversee day-to-day service delivery for key clients, acting as the trusted liaison between clients and FNZ’s operations, risk and technology teams. You will drive governance, manage incidents and ensure client satisfaction through proactive collaboration.

You will partner with Client Directors, Production Support, Risk and Operations leaders to deliver strong outcomes, identify improvement opportunities and strengthen long-term relationships