Service Delivery Manager | Core Banking
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Summary
Service Delivery Manager at an established Australian bank in Sydney, owning BAU service delivery across the Temenos core banking platform, payments and lending. Day to day: leading a team of four, running ITIL incident/problem/change management, managing vendors like Temenos, and reporting on SLAs and KPIs in a hybrid role (two days in the Sydney office).
Salary: $160,000-$180,000
About the role
We're partnering with an established Australian bank to find a Service Delivery Manager for their Sydney team.
You'll own BAU across all systems, including the Temenos core banking platform, payments and lending, and lead a team of four made up of service delivery and operations specialists plus graduates. It's a hands-on leadership role suited to someone who enjoys keeping critical systems stable while building a team and a function at the same time.
What you'll be doing
- Leading and coaching a team of four, with a focus on performance and capability uplift
- Owning end-to-end BAU service delivery across core banking, payments and lending platforms
- Running incident, problem and change management in line with ITIL, including major incident leadership and post-incident reviews
- Acting as the senior escalation point for production issues and complex stakeholder queries
- Managing key vendor relationships, including Temenos and payment providers, and holding them to account against SLAs
- Defining and reporting on SLAs, OLAs and operational KPIs, and driving continuous improvement
- Overseeing service transition so new products and changes land cleanly in BAU
- Contributing to capacity planning, operational risk, audit and compliance activities
- A strong banking background with a solid understanding of core banking products, the lending lifecycle and payment types (cards, direct entry, real-time payments)
- Proven experience leading service delivery or service operations teams in financial services
- Hands-on experience managing BAU across complex systems landscapes
- Confidence owning vendor relationships and managing suppliers against contractual commitments
- A people leader who can coach a mixed team, including graduates
- Strong stakeholder skills across technical and business audiences
- Working knowledge of ITIL or a comparable framework
- Temenos experience (T24, Transact or related modules) in a BAU, support or implementation context
- Exposure to origination platforms, payments hubs or general ledger integrations
- Experience standing up or extending service delivery across multiple locations
- Background in regulated environments (APRA, AUSTRAC, PCI DSS)
- $170K-$180K base + super
- Hybrid working with two days a week in a modern Sydney office
- Genuine influence over how service delivery operates across Perth and Sydney
- A platform investment roadmap with plenty to get stuck into