Role Summary

The Senior Manager, Service Delivery is accountable for end-to-end Property Accounting delivery performance across Managed Services clients in the EMEA region within the Global Delivery Centre (GDC).

This role owns delivery quality, consistency, capacity alignment, and client outcomes, and is responsible for establishing and promoting scalable delivery standards across the EMEA Property Accounting Managed Service via a team of managers.

The Senior Manager will be responsible for leading a team of managers, currently 5, however this number will increase throughout the year. The primary objective of the Senior Manager role is to provide practical hands-on leadership and support to the property accounting managers and individual contributors; including acting as an escalation point for delivery risk, driving performance, and ensuring successful client outcomes.

The role partners with Operations but remains accountable for delivery outcomes, ensuring that accounting services are delivered accurately, on time, and in line with client contract commitments and global standards.

Please note that this role requires working UK business hours (Monday to Friday, 09:00 – 17:30 BST/GMT) to support the global team.

We understand the need to provide a flexible working environment partnered with team collaboration and socialisation. Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the Johannesburg office.

Key Responsibilities

1. Delivery Ownership & Performance

• Own end-to-end delivery performance for Property Accounting services across the EMEA portfolio, including accuracy, timeliness, 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 accountable for delivery outcomes, team performance, and execution quality.

• 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, and quality issues.

4. Capacity & Delivery Planning

• Own capacity alignment and prioritisation decisions across clients and teams.

• 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 client service reviews and senior stakeholder engagements, representing delivery performance, risks, and improvement plans.

• 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 across the GDC.

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

7. Onboarding & Delivery Readiness

• Own delivery readiness for new client onboarding and transitions, ensuring clear ownership, standards, 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.

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

• Strong understanding of property accounting processes, financial controls, and client delivery expectations.

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

• 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!

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!