Service Delivery Manager

FNZ; Melbourne; On-site; AUD 130,000 - 165,000; Full time

Benefits offered by this job

Private medical and life insurance

Staff benefits

Collaborative culture

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Relationship management

Stakeholder mgmt

Communication

Problem solving

Commercial awareness

Proactive

Team collaboration

Prioritization

Tools

None

Job description

Reporting to the Client Director (Australia), the Service Delivery Manager plays a critical role in fostering strong client relationships and delivering an exceptional service experience for a portfolio of key clients. Acting as the primary liaison between clients and internal teams, you will oversee service delivery performance, ensure contractual obligations and service levels are consistently met, and proactively manage complex client issues through to resolution.

This is a highly visible role requiring a proactive, outcomes-focused approach. As a trusted advisor and escalation point, you will act as a concierge between clients and FNZ's operational, risk and technology teams, navigating challenges, driving solutions and ensuring issues are managed beyond client expectations. Working closely with Client Directors, Production Support, Risk Management and Operations leaders, you will provide valuable insight into client feedback, identify opportunities for service improvement and play a key role in maintaining long‑term client satisfaction and success.

The responsibilities will include:

• 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.

What are we ideally looking for in a successful candidate:

• 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.

What is in it for you?

At FNZ, we’re reshaping the future of wealth management technology. As part of our global FinTech organisation, you’ll work in a team where your expertise makes a real impact.

This is an opportunity to play a key role in FNZ’s Australian business, owning day‑to‑day service delivery for key clients and acting as a trusted link between the client and FNZ. You’ll oversee service performance, lead client governance and service reviews, manage critical incidents and escalations, and work closely with teams across Technology, Operations and Risk to drive strong client outcomes.

Here’s what you can expect:

• Competitive salary and staff benefits
• Private medical and life insurance
• A collaborative, inclusive and supportive culture

About FNZ

FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back.

We created wealth’s growth platform to help. We provide a global, end‑to‑end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution.

We partner with the world’s leading financial institutions, with over US$2.5 trillion in assets on platform (AoP).

Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.