Service Delivery Manager

RWA People; Queenstown; On-site; NZD 100,000 - 125,000; Full time

Job summary

A dynamic IT service provider seeks an experienced Service Delivery Manager in Queenstown to oversee IT service delivery and lead high-performing teams. This role involves managing SLAs, fostering strong relationships, and driving improvements. Candidates should have a solid understanding of IT service management and proven leadership abilities. Join a forward-thinking team and enjoy a great lifestyle in one of New Zealand's stunning locations.

Benefits

Collaborative ICT team

Direct influence on service excellence

Lifestyle balance in Queenstown

Qualifications

• Strong knowledge of IT service management frameworks (e.g., ITIL).
• Solid technical background across infrastructure, applications, and ITSM tools.
• Excellent communication, negotiation, and problem-solving skills.

Responsibilities

• Manage the delivery of IT services, ensuring alignment with business requirements.
• Develop and monitor SLAs and KPIs to maintain high service standards.
• Build strong relationships with business units, clients, and third-party providers.

Skills

IT service management frameworks knowledge

Leadership and motivation of ICT teams

Excellent communication skills

Data analysis and risk identification

Education

ITIL and/or PMP certification

Tools

FreshService

ServiceNow

BMC Remedy

Job description

Overview

Are you an experienced Service Delivery Manager with a passion for driving IT excellence and leading high-performing teams? This is a unique opportunity to take ownership of IT service delivery in a dynamic environment, working with a diverse range of stakeholders while enjoying the lifestyle benefits of living in Queenstown.

Responsibilities

• Manage the delivery of IT services, ensuring alignment with business requirements.
• Develop and monitor SLAs and KPIs to maintain high service standards.
• Act as the primary contact for service delivery issues and escalations.
• Build strong relationships with business units, clients, and third-party providers.
• Lead, mentor, and develop the Service Desk and wider ICT team.
• Drive process improvements, service reviews, and compliance initiatives.
• Monitor performance data, identify trends, and present insights to senior stakeholders.

What We’re Looking For

• Strong knowledge of IT service management frameworks (e.g., ITIL).
• Solid technical background across infrastructure, applications, and ITSM tools.
• Proven leadership experience managing and motivating ICT teams.
• Excellent communication, negotiation, and problem-solving skills.
• Ability to analyse data, identify risks, and deliver practical solutions.
• ITIL and/or PMP certification (highly desirable).

Nice to Have

• Previous experience in industries aligned to the region.
• Knowledge of agile and DevOps practices.
• Familiarity with service desk platforms such as FreshService, ServiceNow, or BMC Remedy.
• Skiing or snowboarding ability (yes, really - this will be an advantage for connecting with the local culture).

Why Apply?

• Join a collaborative and supportive ICT team.
• Lead a function where your input directly shapes service excellence.
• Work in one of the most stunning locations in New Zealand.
• Enjoy the lifestyle balance that Queenstown offers.

Ready to take the next step in your IT leadership career? Apply now to join a forward-thinking team in an environment where work and lifestyle truly connect.

Job Ref: DD3965641