Service Delivery Manager

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

Benefits offered by this job

Competitive salary

Private medical insurance

Inclusive and supportive culture

Job summary

FNZ in Sydney is seeking an experienced client relationship professional to own day-to-day service delivery for key clients. You will oversee governance, service reviews, and incident management, acting as the trusted link between clients and FNZ to deliver strong outcomes.

The role emphasizes client satisfaction, SLA performance, and cross-functional collaboration across Technology, Operations and Risk in a fast-paced fintech environment.

Qualifications

• Candidates should demonstrate strong client relationship management and stakeholder handling abilities.
• Focus on service excellence and customer-centric mindset.
• Ability to navigate complex issues and drive positive outcomes within a fast-paced environment.

Responsibilities

• Act as the primary day-to-day relationship manager for key clients, ensuring high-quality service and satisfaction.
• Monitor service level performance, achieve SLAs, and address service risks or breaches proactively.
• Lead governance forums, service reviews and operational meetings with clear reporting.
• Own escalation process for clients and drive resolutions for high-priority issues.
• Manage critical platform incidents and coordinate cross-team communications during major events.
• Build partnerships across Operations, Production Support, Risk and Technology for positive outcomes.

Skills

Client relationship management

Stakeholder management

Communication skills

Commercial awareness

Problem solving

Collaborative team player

Job description

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.

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.

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

by 18 November 2026. *Please note we shortlist as we receive applications. We encourage early applications as we may withdraw advertising at any time.

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.

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.