Service Delivery Manager

# of Openings
Sales (SAL)
Position Type
Permanent Full-Time

Role Description

Reporting to the Managing Director, NZ, the Service Delivery Manager has primary responsibility for providing senior client management support, incorporating service delivery oversight and commercial management.  The Service Delivery Manager will be accountable for setting the priorities in order to achieve commercial outcomes, both internally and externally, for their clients. 

The Service Delivery Manager will obtain a clear understanding of our client businesses and strategic intent and use this understanding to drive revenue generation as well as providing intelligence to Sales and Product & Proposition teams in A/NZ.

Key responsibilities will include service reviews, issue escalation ownership, oversight of SLA/KPI deliverables and contractual compliance.  This role would work closely with Asset Services & Delivery,PMO, Sales, and Production Support teams to provide a high level of senior relationship support and service delivery.


The SDM will undertake consultation with key Asset Services stakeholders and Delivery leads to determine and set overall A/NZ priorities.  


This role will require a strong understanding of FNZ’s client offering, operational processes and support functions. 

Experience Required

Desirable enterprise behaviours:

  • Experience in a similar role
  • Is engaging and approachable;
  • Calls or visits in preference to emailing (where possible);
  • Follows up colleagues where there work is important to a customer outcome;
  • Demonstrates an ability to cope with protracted high pressure situations. Reassures and motivates others in the same boat through focus, constructiveness and demeanour;
  • Shows respect for colleagues, customers and other stakeholders and is respected by same;
  • Owns everything impacting the customer, even when immediate responsibility for execution is delegated;
  • Demonstrates high professional standards and a feeling of personal accountability for FNZs performance;
  • Is comfortable acting on own initiative and acts to facilitate a 'by exception' management approach;
  • Speaks up fearlessly where necessary, to Managing Director, Head of Risk and Compliance and others as appropriate;
  • Supports colleagues and takes pleasure in their achievements;
  • Helps create a positive team culture within the immediate team and more broadly within FNZ.


About FNZ



  • Be part of a highly successful, rapidly growing, global business that is leading the delivery of financial services via cloud computing and partners with some of the world’s largest companies;
  • Remuneration and career advancement is based on individual contribution and business impact rather than tenure or seniority;
  • We provide significant financial rewards for high performing individuals; and we provide global career opportunities for our best employees at any of our offices in the UK, Czech Republic, Australia, New Zealand or China.


FNZ is the market leading provider of technology and administration services to major financial institutions in the platform and wealth management sectors across the globe. We partner with life companies, banks, asset managers and discretionary wealth managers to enable them to develop and distribute financial products and services to their customers across all major distribution channels.


FNZ has a strong blue-chip customer base including Standard Life, Axa Wealth, JP Morgan, HSBC, AMP, National Australia Bank, Bank of New Zealand, Friends Life, UBS, Zurich Financial and Close Brothers Asset Management. It has helped these customers grow to over £100 billion of platform assets in aggregate. FNZ now employs over 1,000 people with offices in UK (London, Bristol, Edinburgh), Czech Republic (Brno), Australia (Sydney), New Zealand (Wellington), Singapore and China (Hong Kong, Shanghai).


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