Senior Service Delivery Manager

Deloitte NZ; Wellington; On-site; NZD 150,000 - 190,000; Full time

Benefits offered by this job

Subsidised professional qualifications

Subsidised health insurance

Income protection insurance

22 days annual leave

Social events and wellbeing

Community volunteer opportunities

Environmental and sustainability focus

Job summary

Deloitte NZ in Wellington is seeking a Senior Service Delivery Manager to lead end-to-end delivery of managed service engagements within the Technology & Transformation practice.

You will own governance, manage risk, and drive service performance across SLAs/KPIs, while overseeing commercial outcomes, renewals, and contract management. This role demands strong leadership and client relationships in complex environments.

Qualifications

• Experience leading delivery across complex managed services or large-scale IT environments, with strong client relationship management capability.
• Strong commercial acumen, including managing financial performance, contracts, and service lifecycle delivery.
• Proven leadership and stakeholder engagement capability, with the ability to operate across complex, high-pressure environments.

Responsibilities

• Lead end-to-end delivery and performance of managed service engagements, ensuring service quality and client satisfaction.
• Act as senior client interface, governance, risk management, escalations, and trusted stakeholder relationships.
• Manage service delivery across SLAs/KPIs, ITIL-aligned practices, major incidents, and operational delivery; support renewals and contracts.

Skills

Delivery leadership

Client relationship management

Commercial acumen

Stakeholder engagement

Job description

• Department: Consulting | Technology | Systems Delivery & Modernisation

Company Description

Join us. But be you. At Deloitte, you’ll do more than just join something, you’ll add something. You’ve found a place that values your curiosity, passion, and desire to work alongside people on work that matters. There is only one question: What impact do YOU want to make?

The team you’ll join:
You’ll join Deloitte Technology & Transformation in Wellington as an Associate Director or Senior Specialist Lead, Senior Service Delivery Manager. You will be part of the Systems, Delivery & Modernisation practice, leading delivery across strategic managed service engagements. The team works across complex environments including cloud, enterprise platforms, and large-scale IT services, partnering closely with clients, delivery teams, and alliance partners to drive service performance and long-term value.

Job Description

The impact you’ll make:
As a ‘Senior Service Delivery Manager’ you will lead the end-to-end delivery and performance of managed service engagements, ensuring service quality, client satisfaction, and commercial outcomes. Your typical day will include:

• Acting as the senior client interface, leading governance, managing risk and escalations, and building trusted stakeholder relationships
• Owning service delivery performance across SLAs and KPIs, embedding ITIL-aligned practices, and managing major incidents and operational delivery
• Managing commercial performance including revenue, margin, and growth opportunities, while supporting renewals and contract management

Qualifications

Your expertise:
Bring your expertise in service delivery leadership, managed services, and commercial management and see what impact you can make. You’ll also have:

• Experience leading delivery across complex managed services or large-scale IT environments, with strong client relationship management capability
• Strong commercial acumen, including managing financial performance, contracts, and service lifecycle delivery
• Proven leadership and stakeholder engagement capability, with the ability to operate across complex, high-pressure environments

Additional Information

Making an impact that matters, together:
We are driven by our desire to create positive outcomes for our clients, communities, and people. Everything we do is with intent, the intent to make a meaningful difference.

Our shared values are at the heart of everything we do. Living these values, including taking care of each other and fostering inclusion, ensures everyone can contribute and grow.

How you’ll be rewarded:
We recognise performance beyond remuneration. The Deloitte experience is built on trust, balance, wellbeing, and connection.

We offer you:

• Subsidised professional qualifications and memberships
• Subsidised health insurance
• Income protection insurance
• 22 days annual leave
• Social events and wellbeing initiatives
• Community volunteer opportunities
• Environmental and sustainability focus

We believe the strongest teams are made up of diverse individuals and we are proud to be an equal opportunities employer. We recognise that women and individuals from under-represented backgrounds may hesitate to apply if they don't meet all criteria.