Customer-Focused Managed Services Lead

Jade Software Corporation Ltd; Linwood-Central-Heathcote Community; On-site; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Health, life and income protection

Enhanced parental leave

Community connection time

Ongoing development and growth

Flexible environment

Job summary

Jade Software Corporation Ltd in New Zealand is hiring a Service Delivery Manager to own service relationships for Managed Services customers. You will align customer needs with contractual commitments and deliver outcomes, using automation and data-driven insights to improve service health and performance.

You’ll coordinate across operational, technical and commercial teams, run service reviews with clear reporting, and push for continuous improvements while maintaining strong customer

Qualifications

• 3+ years’ experience in IT service delivery, managed services, service management or a similar customer-facing technology environment.
• Experience managing customer service outcomes, SLAs, risks and escalations.
• Strong customer relationship, communication and stakeholder-management skills.
• Confidence coordinating across technical teams while keeping ownership and priorities clear.
• An analytical mindset and the ability to turn service data into meaningful insights and actions.
• Strong organisation and prioritisation skills across multiple customers and competing demands.
• Experience improving service processes through simplification, standardisation, automation or digital tools.
• Clear, concise written communication and the ability to produce customer and executive-ready reporting.

Responsibilities

• Own service governance and performance across a portfolio of Managed Services customers.
• Build trusted relationships and understand each customer’s business, priorities and desired service outcomes.
• Monitor service health, SLAs, risks and customer experience, turning insights into clear actions.
• Lead customer service reviews with meaningful reporting, clear ownership and agreed priorities.
• Coordinate significant service issues, risks and escalations across technical and operational teams.
• Identify recurring issues and drive practical, sustainable service improvements.
• Bring teams together around customer priorities, dependencies and service outcomes.
• Look for smarter ways to simplify, standardise and automate service-management activities and reporting.
• Work alongside commercial relationship owners on service planning, governance and opportunities requiring changes in scope.
• Keep customers informed and confident through clear, proactive communication

Skills

IT service delivery

Managed services

SLA management

Stakeholder management

Service improvements

Data storytelling

Job description

Jade Software Corporation Ltd in New Zealand is hiring a Service Delivery Manager to own service relationships for Managed Services customers. You will align customer needs with contractual commitments and deliver outcomes, using automation and data-driven insights to improve service health and performance.

You’ll coordinate across operational, technical and commercial teams, run service reviews with clear reporting, and push for continuous improvements while maintaining strong customer