Service Delivery Manager

Deloitte NZ; Wellington; On-site; NZD 120,000 - 180,000; 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 seeks a Manager, Operate Service Delivery Manager to lead and coordinate the delivery of managed services across complex client engagements within Deloitte Technology & Transformation.

You will monitor SLAs and KPIs, act as the client contact for operational matters, support governance reporting, and drive ITIL-aligned processes across BAU, projects and Agile delivery, working with delivery leads, service directors and stakeholders.

Qualifications

• Experience delivering services within IT or managed services environments across complex delivery landscapes.
• Understanding of ITIL-based service management across BAU, project, or Agile delivery.
• Strong stakeholder engagement and communication capability to manage competing priorities.

Responsibilities

• Coordinating day-to-day service delivery activities, monitoring performance against SLAs and KPIs, and addressing service issues proactively.
• Acting as a key client contact for operational matters, supporting governance reporting and managing stakeholder communication.
• Supporting ITIL-aligned service management processes, including incident, problem, and change management, while identifying opportunities for service improvement.

Skills

Service delivery

Stakeholder engagement

ITIL

Delivery leadership

Communication

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 a Manager, Operate Service Delivery Manager. You will be part of the System, Delivery & Modernisation practice, supporting delivery across managed service engagements in complex client environments. The team works closely with delivery leads, service directors, and client stakeholders to ensure consistent service performance, operational stability, and continuous improvement across engagements.

Job Description

As a ‘Service Delivery Manager’ you will support the delivery of managed services, ensuring performance against service levels, quality standards, and client expectations. Your typical day will include:

• Coordinating day-to-day service delivery activities, monitoring performance against SLAs and KPIs, and addressing service issues proactively
• Acting as a key client contact for operational matters, supporting governance reporting and managing stakeholder communication
• Supporting ITIL-aligned service management processes, including incident, problem, and change management, while identifying opportunities for service improvement

Qualifications

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

• Experience delivering services within IT or managed services environments, including working across complex or multi-team delivery landscapes
• Understanding of ITIL-based service management practices and experience across BAU, project, or Agile delivery models
• Strong stakeholder engagement and communication capability, with the ability to manage competing priorities and work collaboratively across teams

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. If you're passionate about this role and believe you have the skills, we encourage you to apply, even if your experience, ideal working hours or qualifications aren't a perfect match.

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