Client Success & Service Delivery Lead

Fnz Group; Sydney; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Competitive salary and staff benefits

Private medical and life insurance

Collaborative, inclusive culture

Job summary

FNZ is seeking a Service Delivery Manager to lead day-to-day service delivery for a portfolio of key clients in Australia, based in Melbourne or Sydney. You will act as the primary liaison between clients and FNZ’s internal teams, oversee performance against SLAs, and manage complex issues to resolution.

In this highly visible role, you will partner with Client Directors, Production Support, Risk and Operations to drive improvements, report on governance forums, and maintain strong client

Responsibilities

• Acting as the primary day-to-day relationship manager for key clients, ensuring a consistently high standard of service delivery and client satisfaction.
• Monitoring and overseeing service level performance, ensuring contractual SLAs are achieved and proactively addressing any service risks or breaches.
• Chairing and leading regular client governance forums, service reviews and operational meetings, providing clear reporting and strategic oversight.
• Serving as the main escalation point for clients, taking ownership of high-priority issues and driving them through to resolution.
• Managing critical platform incidents and problem management activities, coordinating internal teams and communications during major events.
• Building strong partnerships across Operations, Production Support, Risk and Technology teams to deliver positive client outcomes.
• Providing clear and effective communication between clients and internal stakeholders, ensuring alignment, transparency and timely updates.
• Identifying opportunities for service improvements, operational efficiencies and enhanced client experiences through regular engagement and feedback.
• Maintaining a strong understanding of FNZ's platform capabilities, wealth management technology and operational processes to support client needs and strategic discussions.
• Supporting commercial objectives by understanding client contracts, commercial arrangements and key milestones, while helping to strengthen and grow long-term client relationships.
• Influencing and managing client expectations, providing trusted advice and ensuring realistic commitments are made and delivered upon.

Job description

FNZ is seeking a Service Delivery Manager to lead day-to-day service delivery for a portfolio of key clients in Australia, based in Melbourne or Sydney. You will act as the primary liaison between clients and FNZ’s internal teams, oversee performance against SLAs, and manage complex issues to resolution.

In this highly visible role, you will partner with Client Directors, Production Support, Risk and Operations to drive improvements, report on governance forums, and maintain strong client