Service Delivery Manager

An established Wellington technology provider delivering critical public-facing services is seeking an experienced Service Delivery Manager to lead their key relationship.

This is an externally-facing role focused on SLA performance, operational governance, and stakeholder management — not software delivery.
You will own the operational interface with a major public-sector client, ensuring service obligations are met while leading incident communication and service reporting. This role carries high visibility and genuine influence.

Key Responsibilities include:

• Lead day-to-day service delivery and contractual performance

• Manage SLA reporting across high-availability environments (99.9%+)

• Front major incident communications and executive updates

• Coordinate releases impacting end customers

• Oversee service reviews, reporting and governance rhythms

• Lead a small service and insights team 

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You'll bring strong Service Delivery experience, ideally within infrastructure, SaaS or enterprise environments. You are confident managing demanding stakeholders, comfortable navigating ambiguity, and able to balance contractual obligations with commercial judgement.

Experience in ITIL-based service management, incident and problem management frameworks, and operational reporting is highly desirable.
You are calm under pressure, clear in your communication, and comfortable representing your organisation at senior stakeholder level.


Why move from your current role:

• High-profile service environment

• Highly respected Wellington SaaS company

• Genuine leadership responsibility

• Permanent role with structured retention package

• Flexible, values-driven workplace culture

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** To apply, you’ll need to be a NZ citizen, resident, or hold a valid work visa. This is a Wellington-based role, and while it offers flexible working (around 2–3 days from home), you’ll need to be living locally. **
  
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