Service Delivery Management

• Maintain a high performing Service Support function aligned with ITIL and organisational standards.
• Own and manage the Incident, Request, Change, Service Improvement, CMDB and Escalation processes to ensure quality, timeliness, and accuracy of service delivery.
• Oversee and coordinate Major Incidents, ensuring effective communication, stakeholder management, and post-incident reviews.
• Coordinate day-to-day operational activities to maintain steady service performance and consistent practices.
• Develop, maintain, and monitor Service Level Agreements (SLAs) in consultation with business and client stakeholders, ensuring resolution targets meet contractual and operational objectives.
• Identify and deliver service improvement initiatives to address performance gaps or process inefficiencies.
• Coordinate and manage minor project activities, including preparing and issuing quotes, liaising with clients and internal stakeholders, and ensuring works are delivered on time and to specification.
• Track and manage contract financials, including resource costs, third party expenses, and forecasted budget requirements.

Leadership & Governance

• Provide leadership, mentoring, and performance management of the support team, ensuring clear targets and professional development opportunities.
• Manage onboarding, training, and succession planning in collaboration with the S&M Lead and Senior OMCS Service Delivery Manager.
• Drive a culture of accountability, continuous improvement, and customer focus.
• Conduct internal review meetings, covering performance, SLAs, risks, and quality metrics.
• Ensure all service delivery and support activities comply with contractual obligations.
• Stream & Leadership Management: Direct multiple project streams and lead a team of Project Managers, fostering collaboration and alignment across workstreams.
• Governance & Stakeholder Engagement: Direct projects involving diverse internal and external stakeholders. Serve as a subject matter expert, representing the project in governance forums and providing regular status reports and briefings to senior leadership.
• Planning & Execution: Develop comprehensive project documentation, including the project charter, integrated project plan, resource plan, contingency plan, and milestones. Ensure all projects adhere to internal compliance standards.
• Risk & Issue Resolution: Assess and resolve high-priority project risks, evaluating trade-offs between issue impact, complexity, cost, urgency, and stakeholder value.
• Success Realization: Ensure all projects meet success parameters, targets, and objectives defined in the business case.

To succeed in this position you will be a highly experienced Senior Project Manager who has managed the delivery of product based customer solutions, including software, hardware and integration. You will also have experience leading multiple work streams across large and complex programs, including other Project Managers. Excellent communication and stakeholder engagement skills are a must.

Apply today by using the link or email ••••@randstad.com.au

• At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.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.
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