Icon DetailGeneral Information

Team:

Sonata

Close date:

Friday, 17 July 2026

Working pattern:

Full time

Contract Type:

Permanent

Location:

Johannesburg

Department:

17 - 17 Service Management EMEA WM

Description & Requirements:

Bravura’s Commitment and Mission

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.

Role purpose


We’re looking for a commercially aware, relationship-driven Service Delivery Manager to take ownership of client “run” services across a portfolio of key accounts.

This role is focused on ensuring high-quality delivery against contractual commitments, acting as the link between clients, internal delivery teams, and senior stakeholders. You’ll be responsible for maintaining strong client relationships, managing service performance, and driving continuous improvement, while balancing client needs with commercial outcomes.


Role responsibilities


  • Act as the primary point of contact for clients, managing relationships from operational to executive level
  • Ensure services are delivered in line with SLAs and contractual agreements
  • Lead on major incidents, escalations, and issue resolution
  • Manage service performance, including reporting, RAG status, and risk tracking
  • Own service review meetings and stakeholder communication
  • Drive service improvement plans, root cause analysis, and post-incident reviews
  • Coordinate delivery across internal teams including support, delivery, and shared services
  • Oversee service delivery planning, resourcing, and budgeting
  • Maintain and enhance service delivery frameworks, processes, and reporting standards
  • Work closely with Sales and customer teams to support renewals and identify growth opportunities
  • Ensure a strong balance between client satisfaction and commercial performance

Key skills & qualifications


  • Proven experience in a Service Delivery Manager or similar role within a technology or SaaS environment
  • Strong stakeholder management skills, with the ability to engage both operational users and senior executives
  • Experience managing SLAs, service governance, and client reporting
  • Highly organised with strong attention to detail
  • Excellent communication skills and the ability to build trusted relationships
  • Strong commercial awareness, with the ability to manage service scope against contractual commitments
  • Experience working across multiple internal teams in a complex delivery environment

Desirable:

  • Experience in financial services or a regulated environment
  • Exposure to service improvement planning and roadmap ownership
  • Experience identifying efficiencies or improvements in service delivery through automation or new ways of working

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.

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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