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Position Overview:

The Senior Manager, Service Delivery is accountable for end-to-end Property Accounting delivery performance across the NA Lindsey and PMX teams within Managed Services in the Global Delivery Centre (GDC). 

This role owns delivery quality, consistency, capacity alignment, and client outcomes across a multi-client North America portfolio, and is responsible for establishing and promoting scalable delivery standards across the Lindsey and PMX Property Accounting teams through a team of managers and team leaders. 

The Senior Manager will be responsible for leading a team of managers and team leaders, currently supporting the Lindsey and PMX teams. The primary objective of the role is to provide practical, hands-on leadership and support to managers, team leads, and individual contributors; including acting as an escalation point for delivery risk, driving performance, strengthening manager effectiveness, and ensuring successful client outcomes across both teams. 

The role partners closely with US in-region leadership, Operations, and enablement teams but remains accountable for delivery outcomes, ensuring that accounting services are delivered accurately, on time, and in line with client commitments, internal controls, and global standards. 

Key Responsibilities 

1. Delivery Ownership & Performance 

• Own end-to-end delivery performance for Property Accounting services across the NA Lindsey and PMX portfolio, including accuracy, timeliness, service consistency, and client satisfaction. 

• Monitor and enforce SLAs, KPIs, and quality standards, taking decisive action where performance gaps exist.  

2. Leadership & Accountability 

• Lead and hold Team Managers and Team Leads accountable for delivery outcomes, team performance, review quality, and execution discipline across Lindsey and PMX. 

• Drive a culture of ownership, accountability, and performance discipline across teams.  

• Intervene where necessary to address underperformance, capability gaps, or structural delivery issues.  

3. Escalation & Risk Management 

• Act as the next level escalation point for delivery issues, client concerns, and quality failures.  

• Ensure root cause analysis and systemic resolution, avoiding repeated or symptomatic fixes.  

• Identify and proactively manage delivery risks, including resourcing constraints, process breakdowns, quality issues, knowledge gaps, and single-point dependencies across both teams. 

4. Capacity & Delivery Planning 

• Own capacity alignment, prioritisation, and workload-balancing decisions across Lindsey and PMX, ensuring coverage for month-end deadlines, onboarding activity, leave, and periods of volume pressure. 

• Balance workload, deadlines, and risk across the portfolio to ensure sustainable delivery.  

• Partner with senior leaders on workforce planning, while retaining accountability for delivery outcomes.  

5. Client & Stakeholder Management 

• Lead key service reviews and senior stakeholder engagements, representing delivery performance, risks, and improvement plans to US in-region leaders and other internal stakeholders. 

• Build credibility with clients through consistent, high-quality delivery and transparent communication.  

• Act as the escalation point for client-impacting delivery concerns.  

6. Standardisation & Continuous Improvement 

• Establish and enforce standardised accounting delivery practices, controls, and ways of working across the Lindsey and PMX teams while respecting product or client-specific nuances. 

• Drive continuous improvement initiatives, including process optimisation, automation, and control enhancements.  

7. Onboarding & Delivery Readiness 

• Own delivery readiness for new client onboarding, portfolio transitions, and team ramp-up activity, ensuring clear ownership, product-specific readiness, training input, and execution frameworks are established. 

• Ensure that new engagements are set up for scalable and sustainable delivery from day one.  

Qualifications & Experience 

• 10+ years of experience in Property Accounting, managed services, or client delivery leadership roles, with strong exposure to North America-focused delivery environments. 

• Proven experience managing managers or multi-team delivery environments.  

• Strong understanding of property accounting processes, financial controls, review standards, and client delivery expectations in a high-volume, deadline-driven environment. 

• Demonstrated ability to own delivery outcomes and drive accountability across teams.  

• Experience leading matrixed teams and partnering effectively with US in-region leaders, with the judgment to balance local team leadership and remote stakeholder expectations. 

• Strong US property accounting knowledge is highly advantageous; experience across Lindsey, PMX, or similar North America property accounting environments is preferred. 

• Experience operating within a Global Delivery Centre (GDC) or multi-client delivery model preferred.  

• Strong stakeholder management and communication skills, including client-facing leadership experience. 

We’re obsessed with making this the best job you’ve ever had! 

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: 

• We want our staff to love working here, and so we’ve created a few unique perks such as office breakfasts, quarterly lunches and virtual social events. Additionally, we value your input in your employee experience and have employee-led groups such as our DEI committee, employee resource groups such as Women and Allies, and our Pride Event Group 

• Have confidence in your health with our offered Medical Aid Scheme.  

• Invest in our competitive Personal Pension plan and help set you up for your future. 

• Big on family? So are we! Here at MRI Software we recognise that your family is important, and being able to spend quality time with your family as it grows is a wonderful experience. Therefore, the MRI Software Parental Leave benefit is designed to give you the opportunity to spend time with your new arrival(s).  

• Enjoy a fantastic work-life balance with 25 days of annual leave plus Public Holidays, in addition to a bank of 16 hours of "Flex Time Off" to be used whenever and however you choose!

• Further your professional development with our Tuition Reimbursement Schemes  

• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year!