Global Service Delivery Manager

Snapper Services Limited; Wellington; On-site; NZD 120,000 - 170,000; Full time

Job summary

Snapper Services Limited in Wellington, NZ seeks a Service Delivery Manager to bridge Mosaiq's engineering and delivery teams with Customer Success and Sales, ensuring customer queries are translated into clear technical requirements and priorities.

You will triage incidents, coordinate internal and external communications, own operational performance KPIs, and maintain documentation and reporting, while working across UK-NZ time zones.

Qualifications

• Proven experience in a service delivery or technical account role.
• Strong understanding of service management and SLA-driven operations.
• Translator's instinct for technical and customer conversations.
• Ability to learn Mosaiq's technical landscape, language and tooling.
• Comfort with async work and time-zone coordination.
• Calm, structured decision-making and clear communication.
• Experience developing operational processes, documentation and reporting.

Responsibilities

• Acts as the primary technical liaison for CS and Sales, translating customer‑reported issues and needs into clear requirements for the delivery team.
• Translates technical delivery status and incident updates into plain-English updates for CS and Sales.
• Coordinates incident management, triage, escalation, communication and resolution.
• Acts as escalation point for major incidents, coordinating resources and providing timely updates.
• Owns operational service performance and reports KPIs in terms CS/Sales can use with customers.
• Maintains a rhythm with UK-based CS to account for time-zone differences and ensure timely responses.
• Works with Sales on pre-sales questions, helps scope feasibility and translates into customer-facing terms.
• Identifies risks and systemic issues and drives continuous improvement.
• Maintains service operations documentation and reporting as Snapper scales.

Skills

Service delivery experience

Incident management

SLA-driven operations

Technical translator

Cross-functional collaboration

Time-zone coordination

Job description

Snapper Services Limited in Wellington, NZ seeks a Service Delivery Manager to bridge Mosaiq's engineering and delivery teams with Customer Success and Sales, ensuring customer queries are translated into clear technical requirements and priorities.

You will triage incidents, coordinate internal and external communications, own operational performance KPIs, and maintain documentation and reporting, while working across UK-NZ time zones.