Service Delivery Manager

Service Delivery Manager

Location: Sydney (2 days per week in office)
Salary: $160,000-$170,000 + super
Direct reports: 4 

About the Role: 
A growing banking business is building out its Sydney service delivery capability alongside its established Perth team, and is looking for a Service Delivery Manager to lead the function locally. You’ll take ownership of BAU across all systems and lead a team of four covering service delivery, service operations and graduates.

This is a hands-on leadership role where you’ll be the senior escalation point for production issues, drive service improvement, manage key vendor relationships (including Temenos), and shape how the Sydney team operates day to day.

What you’ll be doing

• Leading a team of four, with a focus on coaching, performance and capability uplift
• Owning end-to-end BAU service delivery across core banking, payments and lending systems
• Running incident, problem and change processes in line with ITIL, including major incident leadership
• Acting as the senior escalation point for production issues and complex stakeholder queries
• Managing vendor relationships and holding suppliers to account on SLAs
• Tracking and reporting on SLAs, OLAs and operational KPIs, and driving continuous improvement
• Helping build out the Sydney footprint in close partnership with a national team

What we’re looking for

• Strong banking background, with solid knowledge of core banking products, the lending lifecycle and payment types
• Proven experience leading service delivery or service operations teams in financial services
• Hands-on experience with incident, problem and change management across complex systems
• A people leader who can coach a mixed team, including graduates
• Strong stakeholder management across technical and business audiences
• Working knowledge of ITIL or a similar framework
• Temenos exposure (T24, Transact or related modules) highly regarded

Please apply via the link for more information.