Service Delivery Manager - Perpetual Corporate Trust

• Sit at the centre of technology, delivery, and stakeholder engagement.

• A senior role for someone who thrives in fast‑moving, high‑responsibility environments.

• Supported to lead, trusted to deliver, empowered to improve services.

Perpetual Group is an ASX-listed company (ASX:PPT) headquartered in Sydney, Australia, currently consisting of 11 leading brands across three distinct businesses: Asset Management, Wealth Management and Corporate Trust.  

Perpetual Corporate Trust (PCT), a specialist business within the Perpetual Group, is a leading fiduciary, custody and digital business in Australia, with operations in Singapore.  We provide a unique range of products to help clients, and the industry, be more effective, efficient and economical while managing ever-increasing cyber security risks and maintaining compliance. ​Domestic and global financial institutions leverage our corporate strength, commercial approach, risk and compliance practices, expertise and service excellence in debt markets, managed funds, and digital solutions to enable our client’s success.

Perpetual Digital is the innovation and technology arm of Perpetual Corporate Trust, delivering next‑generation digital platforms and solutions that support our clients and internal business teams. We operate in a highly regulated, client‑facing environment where reliability, trust and delivery excellence matter.

About the Role

We’re looking for an experienced Service Delivery Manager to own end‑to‑end service delivery across Perpetual Digital platforms. You’ll ensure system enhancements are delivered on time, services operate reliably, and service levels, risk and stakeholder expectations are actively managed.

Working at the centre of delivery, you’ll coordinate engineering teams, business stakeholders, application support and vendors, lead Agile delivery processes, and act as the escalation point for major incidents. This role suits someone who enjoys operating across technology, delivery, and stakeholder management.

Key responsibilities

• Own service delivery outcomes for digital platforms supporting internal teams and external customers

• Deliver system enhancements, platform improvements, and production support in line with priorities and SLAs

• Coordinate delivery across engineering, product, application support, business stakeholders, and vendors

• Act as the primary interface between delivery teams and the business

• Lead Agile delivery ceremonies including PI planning, sprints, reviews, and retrospectives

• Provide service delivery, governance, and performance reporting

• Act as escalation point for major incidents and manage communications

• Coordinate incident response and lead post‑incident reviews

• Govern change activities and embed disaster recovery and service continuity into delivery planning

About you

You’ll bring strong service delivery discipline, confident stakeholder management skills and experience operating in complex environments, supported by:

• Degree qualifications in business, technology or a related discipline

• Proven experience in Service Delivery Management, IT Operations or similar roles

• Strong experience leading Agile delivery across multi‑team environments

• Strong stakeholder management across business, technology, and vendor partners

• Strong service delivery and prioritisation capability

• Ability to manage stakeholder expectations across technical and non‑technical audiences

• Experience supporting highly regulated and/or customer‑facing platforms with contractual service commitments

• Hands‑on experience delivering system enhancements and managing production incidents

• Excellent communication skills, particularly under pressure

• Proven ability to coordinate cross‑functional teams to deliver time‑critical outcomes

• Experience using Atlassian tools such as Jira and Confluence

• Solid understanding of ITIL practices, particularly incident and change management, using Jira Service Management or ServiceNow

• ITIL Foundation (or higher) certification

How we work  

Our unique culture is underpinned by our three organisational behaviours, Stretch, Own it, Make an impact which drive our approach of day-to-day interactions with colleagues and clients, the way we approach decision-making to the questions we ask and the problems we solve.

Employee benefits

• Work from anywhere in Australia for up to one month each year

• An annual allowance to empower you to prioritise your personal wellbeing

• Study support and commitment to supporting professional development

Diversity and inclusion

• Strong commitment to all aspects of Diversity and Inclusion through a robust 7 pillar strategy

• A growing number of employee-led networks who work to raise awareness and drive continued change

• We support over 50 First Nations Communities, helping to secure the communities' future.  We encourage applications from Aboriginal and Torres Strait Islander People

We’re committed to creating an inclusive workplace where diversity is celebrated. No matter your background or circumstances, we aim to provide an environment where you can thrive.