This is an opportunity to play a visible and meaningful role within a global trading and investing organisation, where service performance, trust, and transparency truly matter. As Service Delivery Manager, your work will directly support client confidence, regulatory obligations, and the reliability of services relied on every day.

You’ll step into a role where your insight and judgement are valued. From shaping SLA frameworks to providing service performance insights that influence leadership decisions, you’ll see the impact of your work across technology, relationship management, and customer outcomes.

Over the next 18 months, you’ll strengthen your experience in service governance, reporting, and stakeholder engagement within a regulated, fast-moving environment. This role will deepen your commercial awareness.
 

What you’ll be working on

• Own and maintain consistent SLA frameworks across partners and intermediary clients
• Work closely with Technology, Legal, and Relationship Management teams to design, update, and report on SLAs
• Deliver accurate, recurring service performance reports for senior leadership, governance forums, and customers
• Improve data quality, reporting automation, and service governance processes across the function
• Act as the key point of contact between IT Production and the Relationship Management team on service performance matters
• Provide insights and analysis to support customer-facing discussions and governance meetings
• Coordinate contractual service deliverables, including attestations, reports, and supporting documentation
• Monitor service performance risks, identify trends, and drive improvements through escalation and action

What will help you be successful?

• At least 5 years’ experience in Service Delivery, IT Service Management, or a similar role within financial services, SaaS, or managed services environments
• Strong understanding of ITIL practices, SLA management, and service governance
• Proven ability to produce clear, high-quality reports for both senior leaders and external customers
• Confident communicator and presenter, able to engage effectively with both technical and non-technical stakeholders
• Comfortable using reporting and analytics tools such as Excel, Power BI, and ThoughtSpot to deliver insights
• Australian working rights are required for this role

The things we live by

CMC Markets is powered by our people. We are an equal opportunities employer and are committed to creating a diverse and inclusive workplace, where our people feel confident to be themselves, feel valued and are able to do their best work. We don’t just value differences and unique perspectives, we seek them out and we invite them in, because we know it will lead to better outcomes for everyone.

We’re always on the lookout for great people, so even if you don’t feel you are a 100% fit, apply with your up-to-date CV and we’ll consider you for this role and any other suitable opportunities across the business.

We look forward to hearing from you!

Please be vigilant when applying for jobs online. CMC Markets will never request personal identification details, such as Date of Birth or Tax File Number prior to an offer being made. If your initial application is successful, regardless of whether you've applied directly or through an approved recruiter, you will always liaise with a representative from CMC's Talent Acquisition team. We will only discuss a role you have formally applied for via phone or email (CMC Markets email address); and never via Facebook or Telegram.