Senior Service Delivery Manager
Vor 5 Tagen
At Midwinter, we know there's a human interaction behind every quality advice experience.
That's why we're focused on supporting our clients with software that simplifies how they deliver advice.
From managing compliance to scaling practices, our software supports everyday tasks so clients can focus on providing great advice and growing their business.
Midwinter's digital advice framework seamlessly interacts with our flagship AdviceOS platform, enabling advisers to deliver quality advice at a lower cost and greater scale, and providing a new way for advisers to engage with their clients.
About The Role As a result of growth, we are looking for a full time Senior Service Delivery Manager to be based in our Sydney or Melbourne office.
Responsible for leading day to day relationships, support and service with key enterprise clients, ensuring Midwinter delivers software and services effectively.
This role requires not only maintaining but enhancing client relationships and achieving outstanding outcomes to cultivate strong advocacy for Midwinter service and products, upholding high quality services within targeted profitability margins.
In addition to relationship and service management, this role involves leading and enabling small client change programs and enhancements.
The Service Delivery Manager plays a crucial role in client retention and identifying revenue opportunities, aiming to maximize the long term sustainability of our client base.
What You'll Do Utilise data driven insights to identify product enhancements that drive value for both Midwinter and its clientsProvide leadership and mentorship to direct and indirect teams, guiding them in understanding complex business requirements and client needs, translating them into impactful solutions.Build and maintain strong relationships with senior stakeholders, clients, Product Managers, and Engineering Managers, fostering open communication and ensuring successful outcomes that align with strategic goals.Primary escalation point for complex software, service and consulting support issues, ensuring mutually beneficial outcomes that uphold the client's and Midwinter's interests.Drive high levels of customer satisfaction by strategically overseeing multiple complex projects and enhancement initiatives, and lead and manage all client services, ensuring seamless delivery and alignment with client objectivesConduct regular client Service Delivery meetings reporting on performance, tracking program outcomes, and identifying opportunities for improvement and additional services.Demonstrate deep knowledge of Midwinter's product vision and roadmap and communicate this to clients to align to their expectations and our strategic goals.Ownership of client tickets, prioritizing and allocating tasks to meet Midwinter's capacity planning and maintain a high standard of delivery.Identify, assess, and manage risks, developing robust mitigation strategies to ensure smooth project flow and mitigate potential disruptions.Coordinate and optimize resource allocation, tracking, and management to achieve successful project and service delivery outcomes.Oversee forecasting, P&L management and manage project budgets, analysing variances and recommend corrective actions to ensure fiscal responsibility and drive profitable service delivery with Midwinter's financial objectives.Track and analyse team and client specific metrics, including burndown rates (velocity) and quality indicators, to monitor performance and identify areas for improvement and growth opportunities.Ensure all work is delivered within scope, timeline, quality standards, and budget, optimising resource use to meet goals effectively.Unleash your potentialTo be successful in this role, your background and experience will include:
7 years of experience in a similar role preferably in financial Advice or technology industry.Proven service delivery and operational skillsRelevant tertiary qualificationsStrong interpersonal, communication and problem resolution skillsWorking at MidwinterOur 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 scheme2 paid volunteering days and a range of community-based initiatives to get involved inFlexible Hybrid workplace as we value work-life balanceBravura Leave day – to celebrate events that are important to you.Generous reward and recognition programsA friendly, social and supportive global team that thrives on delivery & embraces diversitySo, 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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