Service Delivery Manager

2 weeks ago

North Sydney, Australia NextGen Full time

**Description**:
We are looking for an experienced Service Delivery Manager to join our Service Delivery team on a 12 month fixed-term contract.

As a Service Delivery Manager, you'll take ownership of delivering exceptional service to our valued customers. This role is all about ensuring our clients are happy and that our business continues to thrive. You'll be working in a fast-paced and ever-changing environment where you can make a real difference in customer satisfaction and business growth. It's a fantastic opportunity to build strong relationships with customers and stakeholders while gaining invaluable experience in service delivery and management
You'll also be someone who embodies our values; balance, integrity, respect, discovery and collaboration.

**A day in the life might be something like this**:

- Support the Head of Service Delivery in managing service requests and driving outcomes
- Act as a key stakeholder in incident management and escalations
- Monitor and report compliance with SLAs and service obligations
- Schedule and manage periodic obligations, including DR tests and certificate renewals
- Facilitate customer engagement through governance meetings, security assessments, and compliance reviews
- Assist in risk management by maintaining service delivery risk registers and driving remedial actions
- Support and prioritize customer service requests, coordinating with internal teams
- Collate and report key service metrics by customer and label
- Organise governance reports, prepare agendas, and document meeting outcomes

But note, this list isn’t exhaustive and we want you to bring your skills to the role and work with our Head of Service Delivery to make the role yours.

**The ideal profile were looking for might be something like this**:

- Previous exposure (preferably in banking) helping to manage adherence to metrics including compliance, risk management and service SLA's.
- Strong team skills and enthusiastic attitude to customer service.
- Customer Advocacy as Voice of Customer (VoC) when working with internal teams.
- Strong organisational skills and ability to identify issues and solve problems.
- Ability to handle escalated complaints and build customer relationships.
- Unrestricted work rights in Australia (Australian or NZ Permanent Residency/Citizenship)

Again - this list isn’t exhaustive but will give a solid basis of knowledge to be successful in the role.

**You should join NextGen if**:
You value being a part of an Australian owned business that truly lives its values, genuinely values work life balance and sees it as a critical ingredient to enabling people to bring their whole selves to work. Ask our team, they will tell you about our focus on supporting you and your growth. We also have:

- Plenty of social activities;
- Spectacular views in a modern space for when you work from our North Sydney office; Reimbursement allowance for your home office set up.

**Please note**:Due to the nature of this role, we will only be considering applicants who are Australian citizens or permanent residents.

**About NextGen**:
**NextGen**is Australia's leading provider of Software as a Service (SaaS) solutions to the mortgage lending industry. Our_ 'ApplyOnline'_ platform is an industry standard for digital loan lodgement and assessment. We deliver quality products and services to a range of financial institutions and intermediaries and are experiencing strong growth. We have an exciting roadmap full of opportunity in the Australian financial landscape.

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