Service Delivery Manager

New Zealand Post; Christchurch; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Discount health insurance

Holiday home accommodation discounts

Retail shopping discounts

Employee Assistance programme

Job summary

NZ Post is seeking a Service Delivery Manager to lead a large frontline operational team delivering for customers daily. You’ll influence performance, culture and change in a unionised environment, based at St Asaph Street, Christchurch.

You’ll balance people leadership, operational performance and commercial outcomes, while guiding teams through change and building strong relationships with unions and stakeholders. This is a Christchurch-based senior operations role with strong financial acumen.

Qualifications

• Proven leadership of frontline teams in a fast-paced environment.
• Experience navigating unionised workplaces and industrial relations.
• Strong financial acumen and budget oversight.
• Ability to drive change while keeping people at the centre.
• Excellent communication and collaboration with stakeholders.

Responsibilities

• Leading, coaching and developing a frontline operational team to achieve service and performance outcomes.
• Building effective relationships with unions, contractors and key stakeholders.
• Leading change initiatives and supporting teams through periods of transformation.
• Driving operational performance, productivity and customer service excellence.
• Managing budgets, resources and costs to deliver strong commercial outcomes.
• Creating a safe, engaged and high-performing workplace culture.

Skills

People leadership

Operations management

Budget management

Stakeholder management

Change management

Union relations

Job description

Service Delivery Manager

Lead a large frontline operational team delivering for customers every day. Influence performance, culture and change in a complex unionised environment. Based at St Asaph Street, Christchurch.

Kōrero mō te tūranga - About the role

At NZ Post, our people are at the heart of delivering for New Zealanders every day. As a Service Delivery Manager, you’ll lead a diverse team within our Mail value stream, ensuring we continue to deliver a reliable and trusted service to customers and communities across New Zealand. Mail remains an important and profitable part of our business and continues to play a vital role in keeping New Zealand connected. At the same time, changing customer needs and evolving mail volumes mean we’re continually looking at how we work, where we invest and how we deliver services into the future. This creates an exciting opportunity for an experienced leader who can balance people leadership, operational performance and commercial outcomes, while bringing teams on the journey through change.

Working in a unionised environment, you’ll build strong relationships with employees, union representatives and key stakeholders, creating a culture where people feel supported, engaged and empowered to perform at their best.

Your key responsibilities

• Leading, coaching and developing a frontline operational team to achieve service and performance outcomes.
• Building effective relationships with unions, contractors and key stakeholders.
• Leading change initiatives and supporting teams through periods of transformation.
• Driving operational performance, productivity and customer service excellence.
• Managing budgets, resources and costs to deliver strong commercial outcomes.
• Creating a safe, engaged and high-performing workplace culture.

Reporting to our Area Service Delivery Manager - Christchurch North, this role operates Monday to Friday ideally from 6.00 am to 2.30 pm. However, this role needs someone who is flexible to work a combination of hours including early mornings or late afternoons, as the role requires this to ensure visibility across your portfolio and locations.

Mōu - About you

You’re an experienced people leader who knows how to get the best out of teams in a fast-paced operational environment. You’ve successfully led frontline workforces, navigated complex employment landscapes and understand the importance of building productive relationships with unions and employee representatives.

You’ll bring strong commercial and financial acumen, a practical approach to problem solving and the confidence to lead through change. Comfortable balancing strategic thinking with operational execution, you’re someone who can make sound decisions, influence others and deliver results while keeping people at the centre of what you do.

What you’ll bring

• Proven people leadership experience in an operational environment.
• Experience working with unions and managing industrial relations matters.
• Demonstrated success leading teams through change and transformation.
• Strong financial acumen with experience managing budgets and operational costs.
• The ability to balance customer, people and business outcomes.
• Excellent communication, coaching and stakeholder management skills.

He Aha Te Pai - What you'll love about us

We’re passionate about our commitment to deliver the best for Aotearoa - to help businesses thrive, and to deliver what Kiwis care about. Our permanent employees enjoy a variety of benefits including:

• Access to discounted health insurance plans for you and your family.
• Access to special rates on fantastic holiday home accommodation around New Zealand.
• Retail shopping discounts with our partners.
• An Employee Assistance programme to support you when you need it.
• Plus more!!

At NZ Post - whatever the role - we share the same goal. Delivering. For Aotearoa New Zealand. For each other.

Applications for this position close on 20 September 2026.

All successful applicants will be required to provide proof of their eligibility to work in New Zealand and will be subject to a security check and reference checks. Some of our roles may also require a credit check and/or a drug test.

NZ Post proudly stands as a Gold Supporter of Pride Pledge - because building an inclusive workplace where everyone can bring their authentic self to work is core to who we are.