Service Delivery Manager

Our Company

We are a fast growing, award winning fintech expert with over 20 years of experience.

Our specialised system and continuously advancing technology means we are a true market leader.

We have two modern locations in the CBD and in Melbourne's Southeast with our office easily accessible via main arterials.

We provide many in office benefits, such as casual dress days, regular team lunches and a hybrid of working from home and onsite office attendance. We pride ourselves on our inclusive, diverse, and supportive culture.

About the Role

Due to an exciting period of change, we are seeking a Service Delivery Manager who is willing to learn the business and deliver a customer experience that shows their needs are at the heart of everything we do. Working alongside a small in-house team, you will be eager to further enhance our systems, design elegant solutions and contribute to business growth.

This opportunity offers a Service Delivery Manager the chance to work on a mix of existing and new projects within a fast paced and dynamic company, with success in this role seeing you taking responsibility for the establishment and management of our service desk function.

If you are a self-motivated individual who thrives in a fast-paced environment and is passionate about delivering exceptional service to clients, we encourage you to apply for this exciting opportunity.

Your Responsibilities

• Manage the end-to-end Service Delivery process for our clients, ensuring that our products and services meet their needs and expectations.
• Work closely with internal teams to ensure that all client requirements are captured, prioritised and met.
• Develop and implement processes to improve the efficiency and effectiveness of Service Delivery.
• Monitor and report on Service Delivery metrics to senior management and regulatory bodies.
• Accountability for incident and problem management
• Operational resilience and recovery processes and verification
• Manage relationships with key stakeholders, including clients, vendors, and internal teams.
• Develop and maintain a deep understanding of our products and services, and how they are used by our clients.
• Provide training and support to clients as needed.
• Drive continuous improvement in Service Delivery processes and procedures.

Your Skills

Required:

• Bachelor's degree in IT, business, finance, or  a related field.
• 5+ years of experience in Service Delivery management, preferably in a fintech environment.
• Strong project management skills.
• Excellent communication and interpersonal skills.
• Ability to work independently and manage multiple priorities.
• Strong analytical skills, with the ability to analyse and interpret data to drive decision making.
• Experience managing relationships with clients and vendors.
• Ability to work in a fast-paced, dynamic environment.

Desired:

• Experience within the Conveyancing, Land Registration, or Land Information industry.
• Knowledge of financial services products and regulations.
• Microsoft Azure certification.
• Exposure to DevOps, CI/CD processes and best practices.

Your Qualifications

• Tertiary qualifications in IT or a related discipline preferred.
• Full Australian Work rights.