HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people. We are innovative and ambitious, and we move fast. At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers. HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB) THE HUB24 STORY We think creatively and we’re not constrained by traditional thinking or barriers to success. We’re led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians. Benefits and Life at HUB24 Learn more about our employee benefits HERE. Job Summary: We are seeking a Senior Manager, Service Delivery to lead our End User and Workplace Technology teams and drive operational excellence across Group Technology Services. This role is responsible for developing ITSM frameworks, ensuring high-quality service delivery, managing major incidents, and supporting the execution of our technology strategy. You will work closely with senior leaders, key stakeholders, and customers to ensure our systems and services exceed expectations. Responsibilities: Lead the development and continuous improvement of IT Service Management (ITSM) frameworks, systems and processes. Establish and manage SLAs, ensuring service performance meets or exceeds expectations. Conduct service reviews, produce performance reports, and recommend improvements. Develop and maintain metrics, dashboards and executive reporting. Maintain a 12‑month roadmap for Service Delivery projects and continuous improvement. Oversee the IT Service Catalogue and core ITSM practices (Incident, Change, Problem Management). Act as an escalation point for incidents, including after-hours events. Lead incident reviews, RCA sessions, capacity planning and service delivery workshops. Monitor customer satisfaction through reviews and surveys. Support strategic initiatives and provide insight into resourcing and team performance. Ensure compliance with policies, procedures and regulatory requirements. Requirements: Proven experience leading IT Service Delivery or Technical Services teams (5 years). Strong knowledge of ITSM principles, frameworks and quality standards. Expertise across Digital Workplace technologies, Microsoft 365 (Teams, SharePoint), Confluence, MOE/SOE/VDI/DaaS environments. Solid understanding of current IT technologies across multiple disciplines. Experience with project management methodologies (Agile/Waterfall). Strong analytical, problem‑solving and organisational skills. Excellent stakeholder communication and vendor management capability. Knowledge of GS007, ISO27001 or similar standards (highly regarded). Experience within financial services, wealth or capital markets (desirable). A customer-centric leader who builds strong relationships and drives service excellence. A motivating people leader who promotes collaboration, accountability and continuous improvement. A strategic thinker with strong commercial and financial acumen. Someone who thrives in a fast-paced environment and balances multiple priorities effectively. The Recruitment Process Acknowledgement email once your application has been submitted. Our Talent team will start reviewing your application. If unsuccessful, you will be notified. If your application progresses to the next stage, our Talent team will be in touch to discuss your alignment with the role. If you’re a person with an impairment or disability, this is an opportunity to share with us any accessibility requirements that you may have for the role. Should you require any accommodations to the recruitment process, please email recruitment@hub24.com.au, and one of our team will contact you. Interviews can happen virtually or face-to-face with the hiring manager or other members of the broader team. Depending on the role, there may be more than two interviews. Communication of outcomes to successful and unsuccessful candidates and feedback provided. As part of our process, a police check will be conducted on all successful candidates. Further details on our HUB24 Group Recruitment Privacy Collection notice can be found here. 2024 Circle Back Initiative Employer – we commit to respond to every applicant. Endorsed by WORK180 , we are proud to be recognised as an employer of choice for women. We have been nominated and placed on the BOSS Best Places to work list. Seek Star Awards 2024 - Nominated as a finalist for the Best Employer Brand Initiative HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we’re here to support you
