Senior Service Delivery Manager – Dynamics 365

Fusion5; Auckland; Hybrid; NZD 110,000 - 170,000; Full time

Benefits offered by this job

Flexible hybrid working

Birthday leave

Volunteer days

Team and company events

Job summary

Fusion5 is hiring a Service Delivery Manager in New Zealand to own service delivery for a portfolio of large enterprise customers using Microsoft Dynamics 365. You’ll ensure operational excellence, build senior-level relationships, and coordinate with Account Managers and pillar teams to manage BAU, work orders, and projects.

The role focuses on governance, profitability, and delivering agreed outcomes, with a people-first culture and hybrid working model in Auckland or Wellington.

Qualifications

• Experience delivering services for enterprise customers.
• Experience with Microsoft Dynamics 365 in a Microsoft partner or enterprise environment.
• Strong governance of projects, budgets, and SOWs.

Responsibilities

• Own service delivery for your enterprise customer portfolio, including BAU support, escalations, and work orders.
• Be the go-to contact for customers after implementation, building trusted, long-term relationships at senior levels.
• Run regular service reviews, support meetings, and onsite visits with clear agendas and follow-through.
• Drive account plans in partnership with Account Managers and raise relationship risks early.
• Manage Priority 1 incidents through to resolution, including outside business hours, ensuring SLAs are met.
• Oversee projects and work orders end-to-end, including scope, budget, resourcing, risk, and timelines.
• Provide programme management and strategic input for key customers.
• Ensure delivery follows Fusion5's project management frameworks and governance standards.
• Oversee PartnerPlus agreements, reporting, invoicing, overrun hours, and value realisation.
• Manage licence compliance and annual maintenance renewals across Microsoft and Fusion5 solutions.
• Sign off Work Orders, Change Requests, and Statements of Work before work starts.
• Contribute to revenue growth through change requests and Cloud5 opportunities.

Skills

Relationship management

Project management

Stakeholder engagement

Communication

SLA/KPI governance

Risk management

Commercial acumen

Education

Tertiary qualification in business or technology

PRINCE2 / PMP / ITIL certification

Tools

Microsoft Dynamics 365

Job description

Fusion5 is hiring a Service Delivery Manager in New Zealand to own service delivery for a portfolio of large enterprise customers using Microsoft Dynamics 365. You’ll ensure operational excellence, build senior-level relationships, and coordinate with Account Managers and pillar teams to manage BAU, work orders, and projects.

The role focuses on governance, profitability, and delivering agreed outcomes, with a people-first culture and hybrid working model in Auckland or Wellington.