Service Delivery Manager

At Bravura Solutions, collaboration, diversity and excellence matter. We value your ideas, giving you room to be curious and innovate in an exciting, fast-paced, and flexible environment. We look for many different skills and abilities, as well as how you can add value to Bravura and our culture.

As a Global FinTech market leader and ASX listed company, Bravura is a trusted partner to over 350 leading financial services clients, delivering wealth management technology and products. We invest significantly in our technology hubs and innovation labs, which inspire and drive our creative, future-focused mindset. We take pride in developing cutting-edge, digital first technology solutions that support our clients to achieve financial security and prosperity for their customers.

About The Role

The Service Delivery Manager is responsible for managing the day to day relationships with a portfolio of high value clients ensuring that Bravura provides high quality services within acceptable profitability margins. You will be the first escalation point for service, operations, software, cloud and consulting support and manage outcomes mutually beneficial for the client and Bravura. You will project manage small to medium projects, manage incidents and identify revenue opportunities.

What You'll Do

- Assist clients to understand available solutions to meet their needs and exceed their expectations through the application of relationship management disciplines.
- Act as the escalation point for service, software and consulting support through to resolution.
- Effectively deliver all services conducted for the client, including day to day services (billable or non-billable) and projects.
- Ensure client SLAs are consistently met and actively escalate any risk of exception.
- Run regular client Service Delivery meetings including reporting activities, program performance and additional service opportunities.
- Control project schedules to ensure that necessary tasks are completed according to the project plan and report project activities, timelines, impacts and implications to stakeholders.
- Improve the service delivery efficiency through continuous improvements.
- Identify, assess, manage project risks and develop and execute mitigation strategies.
- Coordinate resourcing, tracking and managing activities and deliverables to achieve outcomes.
- Manage budget forecasting and P&L for clients to achieve acceptable margin and analyse budget variances and take appropriate action.
- Manage time recording, reporting and invoicing for clients.
- Ensure contracted services are delivered and additional services following agreed Change/Statement of Work approval process.

Unleash your potential

To be successful in this role, your background and experience will include:

- Relevant tertiary qualifications
- Proven service delivery and operational skills in financial services, wealth management or technology industry
- Experience in account management and relationship management
- Effective leadership and project management skills
- Excellent communication, interpersonal skills and motivational skills
- Negotiation and dispute resolution skills
- Understanding of systems development methodologies and architecture

Working at Bravura

Our people are the heart of our business. We work hard to provide a rich employee experience and a robust framework for ongoing career development.

- Competitive salary and employee benefits scheme
- 2 paid volunteering days and a range of community-based initiatives to get involved in
- Parental (including secondary) leave policy
- Bravura Leave day – to celebrate events that are important to you.
- Generous reward and recognition programs
- A friendly, social and supportive global team that thrives on delivery & embraces diversity

So, what's next?

We make hiring decisions based on your experience, skills and passion so even if you don't match every listed skill or tick all the boxes, we'd still love to hear from you.

Please note that interviews are primarily conducted virtually and if you require any reasonable adjustments or would like to note which pronouns you use, please let us know.

All final applicants for this position will be asked to consent to a criminal record and background check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits.

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