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.
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.
3. Escalation & Risk Management
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.
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.
6. Standardisation & Continuous Improvement
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.
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.
Strong understanding of property accounting processes, financial controls, review standards, and client delivery expectations in a high-volume, deadline-driven environment.
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!
About Us
From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!
Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.
We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.
At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.
Amazing growth requires amazing employees. Are you up to the challenge?
We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!
MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.
We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!
