Service Delivery Manager Team Lead

Fusion5; Auckland; Hybrid; NZD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic Service Delivery Manager to lead a high-performing team in New Zealand. This role offers the opportunity to make a significant impact by mentoring staff, ensuring exceptional service delivery, and driving improvements within the Customer Success Team. The ideal candidate will thrive in a fast-paced environment and possess strong leadership and communication skills. With a focus on employee development and a vibrant work culture, this position promises a rewarding career path in a supportive and innovative setting.

Benefits

Competitive salary package

Employee Development sessions

Opportunities for training

Annual company bonus scheme

Hybrid working arrangements

Birthday leave

Volunteer day

Annual flu jabs

Regular social events

Team activities

Qualifications

• Experience in leading and managing service delivery teams.
• Strong focus on customer satisfaction and team development.

Responsibilities

• Lead and mentor a team of Service Delivery Managers.
• Ensure high performance and exceptional customer service.

Skills

Service Delivery Management

Mentoring

Customer Service

Interpersonal Skills

Organizational Skills

Communication Skills

Education

Experience in Professional Services

Experience in Customer Service

Job description

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• Do you want to work for a great company and have the freedom to make things happen?
• Do you want to feel like YOU really matter, and your input is valued?
• Are you passionate about leading people and helping them reach their potential?
• Do you thrive working within a fast-paced environment?

We are currently recruiting for a new Service Delivery Manager (SDM) Team Lead for our New Zealand based SDMs, based in Auckland, Wellington or Christchurch.

You will take on a team of high performing SDMs, and ensure they continue to deliver to our exceptional standards. We need someone who is passionate about our customers and our people and who is willing to go the extra mile to see that both are well looked after.

The successful candidate will be able to engage at all levels across the business and customer base. Experience in people management, support and service delivery would be a positive.

The role is not for the faint hearted, we need a strong player who will:

• Provide leadership, mentoring and support to team members with a focus on customer and business requirements
• Manage the workload of team members, allocating tasks based on experience and competencies
• Identify opportunities for improvements within the Customer Success Team and service to our customers
• Create a service-oriented environment which delivers excellent customer service and drives high performance
• Work with the Customer Success Team Management to introduce new CST initiatives
• Oversee contractual obligations for our support customers
• Be the voice for the customer within Fusion5 to ensure the best outcome is achieved
• Manage and support the administrative requirements of the team, ensuring contracts, work orders, and licenses are maintained
• Provide leadership and guidance to team members
• Be energetic and enthusiastic, with a desire to make an impact within a consulting and solutions environment
• Mentor staff through helpful, specific, and timely feedback
• Provide clear direction and improve team processes and relationships
• Deliver great service to large enterprise / corporate clients
• Ability to multitask and prioritize workload

The successful candidate will have the following:

• Ability to engage at all levels across the business and customer base
• Experience in Service Delivery Management
• Previous experience in mentoring others
• Experience in working in a professional services environment
• A strong customer service focus, with a penchant for learning
• Excellent interpersonal, organizational, and communication skills (written and oral)
• Excellent Customer Service skills
• The ability to provide great service to large enterprise / corporate clients
• Ability to clearly and succinctly present ideas in business-friendly and user-friendly language
• Accuracy, attention to detail, and highly organized

About Fusion5

At Fusion5, we don’t just implement technology — we partner with businesses to transform how they operate and grow. As a leading systems integrator, we deliver digital transformation solutions through consulting, applications, integration, cloud, cybersecurity, data, AI, and managed services.

What’s on offer

• Competitive salary package
• A focus on Employee Development, with regular sessions aimed at career progression
• Opportunities for training and professional development
• Annual company bonus scheme
• Hybrid working arrangements (ability to WFH 2 days per week)
• Additional perks including birthday leave, volunteer day, annual flu jabs, and more
• Regular social events and team activities to foster a vibrant work culture.

How do your skills match this job?

How do your skills match this job?

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Your application will include the following questions:

• What is your annual salary expectation?
• Are you a permanent resident or citizen of Australia or New Zealand? If on a visa, please specify the type.
• What is your preferred city and country of employment?
• When are you available to commence in this role?

We are a full systems integrator providing cutting-edge technology solutions that empower organisations across Australia and New Zealand to thrive. Our culture is built on innovation, collaboration, and a commitment to excellence. With a leadership team deeply invested in the success of our people, partners, and customers, we take pride in pushing boundaries and achieving great outcomes.

We understand it’s essential to provide a workplace where our people are engaged, challenged, successful, and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.

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Perks and benefits Investment in people is a priority at Fusion5. Additional staff benefits include researching careers and tips on career advice.