| Service Delivery Manager (SDM) |
| Petone, Full Time, IT Jobs |
| Please Quote Reference Number 16272 |
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Lead service delivery for a fast-growing Managed Services Provider
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Key client-facing role driving service quality, SLAs, and customer satisfaction
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Blend of leadership, operations, and technical oversight
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Join a Growing MSP!
We are a rapidly growing Managed Services Provider looking for an experienced and driven Service Delivery Manager (SDM) to join our team.
About the Role
The Service Delivery Manager (SDM) plays a critical leadership role within our operations, ensuring the seamless delivery of IT services to our clients. This position is responsible for maintaining high service standards, driving operational excellence, and serving as the primary point of accountability for service quality and customer satisfaction.
The SDM oversees day‑to‑day service performance, ensuring that incidents, service requests, changes, and problems are managed effectively and in line with best practices. Acting as a trusted advisor, the SDM builds strong client relationships through proactive communication, regular service reviews, and a deep understanding of client business needs. Internally, the SDM collaborates closely with technical teams, project managers, and senior leadership to coordinate resources, resolve escalations, and continually improve service outcomes.
Success in this role requires a strong blend of operational discipline, customer‑centric thinking, technical understanding, and leadership ability. The Service Delivery Manager ensures that we deliver consistent, reliable, and value‑driven services that contribute to client retention, operational stability, and long‑term business growth.
Key Responsibilities
Service Excellence & Operational Oversight:- Oversee end-to-end delivery of managed services, ensuring consistent quality and efficiency, monitor KPIs, collaborate with internal teams and contractors, drive continuous improvement, and provide accurate reports to clients.
Collaboration:- Work closely with Sales, Operations, and Project Managers to ensure seamless handovers, accurate scoping, contract renewals, and successful project implementations. Contribute to a culture of excellence and continuous learning.
Service Delivery Oversight:- Ensure timely resolution of incidents, service requests, and problems in collaboration with technical teams.
- Identify service gaps, recurring issues, and areas for improvement; drive continuous improvement initiatives.
Operational Coordination:- Manage technician schedules, triage incoming tickets, and assign tasks to ensure optimal workload balance and SLA compliance.
- Serve as the first point of escalation for technicians.
- Review tickets for accuracy, address billing questions from clients, and assist with the preparation of invoices to ensure all work is correctly captured.
- Monitor, measure, and report on service performance by reviewing technician work dashboards, utilisation, reporting and time sheeting.
Client Relationship & Engagement:- Serve as the main point of contact for clients regarding service performance, escalations, and service improvement initiatives.
- Conduct regular service review meetings, presenting performance reports, SLA metrics, trends, and recommendations.
- Manage client expectations and ensure alignment between client needs and operational delivery.
Team Leadership & Support:- Provide guidance and direction to service desk, field engineers, and support teams related to client accounts.
- Support resource planning, workload management, and prioritisation for service delivery teams.
Account & Commercial Management:- Support account managers with identifying opportunities for additional value‑add services.
- Assist with onboarding new clients, ensuring smooth transition from presales to operational service.
- Ensure all service delivery activities align with contractual obligations and financial considerations.
Skills & Qualifications:- Proven experience (3+ years) in a Service Delivery Manager or similar customer‑facing role within an MSP or IT services environment.
- Strong understanding of service management principles.
- Excellent communication, stakeholder management, and relationship‑building skills.
- Ability to analyse service performance data, identify trends, and present insights clearly.
- Experience managing escalations, major incidents, and service‑level compliance.
- Strong organisational and time‑management abilities.
- Experience with PSA/RMM tools such as Autotask & Datto or similar.
- Knowledge of Microsoft 365, Azure, networking fundamentals, and common SME IT infrastructure.
Why Join Us?:- Be part of a fast-growing MSP with a strong reputation and exciting plans for the future.
- Work with a friendly, supportive team that values collaboration and innovation.
- Opportunities for career growth, training, and certification.
- Competitive salary + commission structure + benefits.
- A chance to make a real impact as we continue to expand our client base and offerings
Apply now!
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| Please Quote Reference Number 16272 |
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