Service Delivery Manager

Fusion5; Wellington; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working arrangements

Birthday leave

Volunteer days

Team and company events

Growth opportunities

Job summary

Fusion5 is seeking an experienced Service Delivery Manager to own the service delivery for a portfolio of enterprise customers running Microsoft Dynamics 365. The role focuses on operational excellence, senior-level relationships, and sustainable commercial outcomes in a dynamic, Microsoft-focused environment.

You will collaborate with Account Managers, Microsoft pillar teams, and delivery resources to coordinate BAU support, work orders, and projects, while improving processes, reporting, and

Qualifications

• Experience with Microsoft Dynamics 365 solutions, gained within a Microsoft partner or enterprise Microsoft environment (essential).
• Dynamics 365 Finance & Operations experience (highly regarded). Business Central or other Microsoft ERP experience also valued.
• Proven experience managing service delivery across multiple enterprise customer engagements.
• Experience in a managed services or support environment within professional services or technology delivery.
• Solid project management experience, including ownership of project costs, budgets, and change control.
• Strong commercial acumen, including contracts, SOWs, risk allocation, and delivery margins.
• Experience working with SLAs, KPIs, service reporting, and licence or renewals management.
• Excellent communication skills, with the ability to engage stakeholders at every level, technical and non-technical.
• A calm, structured approach to prioritisation, escalation, and decision-making.
• A tertiary qualification in business, technology, or a related field (preferred).
• PRINCE2, PMP, ITIL, or similar certifications (highly regarded).

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, reporting, 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, and ensure 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.
• Make sure 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.
• Ensure Work Orders, Change Requests, and Statements of Work are signed off before work starts.
• Contribute to revenue growth through change requests, additional software, PartnerPlus, and Cloud5 opportunities.

Skills

Microsoft Dynamics 365

Dynamics 365 Finance & Operations

Project management

Contract & SOW understanding

Stakeholder engagement

Communication skills

Structured prioritisation

Education

Tertiary qualification in business or technology

Job description

• Lead service delivery for our enterprise customers and help shape how we deliver it
• Strengthen and support the team in a people‑first culture
• Help customers get more value from their Microsoft investment and grow their partnership with us

Join Fusion5 as we continue to strengthen our Customer Success and Service Delivery capability.

At Fusion5, we're more than a technology partner - we're Transformation Partners. We help organisations across New Zealand and Australia go beyond with technology across business applications, cloud, AI, and security. Our Service Delivery Managers play a key role in this journey. They make sure our customers get consistent, high‑quality service and real value long after implementation.

We're now looking for an experienced Service Delivery Manager to join us in Auckland or Wellington. In this customer‑facing role, you'll own service delivery for a portfolio of our largest enterprise customers running Microsoft Dynamics 365. You'll be their trusted point of contact, and you'll focus on operational excellence, strong relationships, and sustainable commercial outcomes.

About the Opportunity

You'll look after a small number of high‑value enterprise customers. You'll be accountable for the health of that portfolio and represent the customer within Fusion5, making sure issues are managed well, commitments are met, and our services deliver what we agreed.

Together with a team of Service Delivery Managers, you'll work closely with Account Managers, our Microsoft pillar teams, and delivery resources to coordinate BAU support, work orders, and projects. You'll help improve our processes and customer reporting, and contribute to strategic planning for key customers. You'll need to balance standing up for the customer with operational and commercial realities, keeping satisfaction high while protecting delivery discipline and profitability.

This role is ideal for an experienced delivery professional with a Microsoft background who thrives in complex enterprise environments and brings clarity, structure, and calm when the pressure is on.

What You'll Do

This is a broad, high‑impact role that combines customer management, delivery oversight, and commercial accountability. You will:

• 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, reporting, 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, and make sure escalations never breach SLAs
• Oversee projects and work orders end to end, including scope, budget, resourcing, risk, and timelines, and assign the right project manager to each
• Provide programme management and strategic input for key customers
• Make sure 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
• Make sure Work Orders, Change Requests, and Statements of Work are signed off before work starts, and negotiate fair commercial outcomes
• Contribute to revenue growth through change requests, additional software, PartnerPlus, and Cloud5 opportunities

What You'll Bring

We're looking for someone who understands both excellent service and commercial outcomes. You'll bring:

• Experience with Microsoft Dynamics 365 solutions, gained within a Microsoft partner or enterprise Microsoft environment (essential)
• Dynamics 365 Finance & Operations experience (highly regarded). Business Central or other Microsoft ERP experience will also be valued
• Proven experience managing service delivery across multiple enterprise customer engagements
• Experience in a managed services or support environment within professional services or technology delivery
• Solid project management experience, including ownership of project costs, budgets, and change control
• Strong commercial acumen, including contracts, SOWs, risk allocation, and delivery margins
• Experience working with SLAs, KPIs, service reporting, and licence or renewals management
• Excellent communication skills, with the ability to engage stakeholders at every level, technical and non‑technical
• A calm, structured approach to prioritisation, escalation, and decision‑making
• A tertiary qualification in business, technology, or a related field (preferred)
• PRINCE2, PMP, ITIL, or similar certifications (highly regarded)

What's in it for you?

At Fusion5, we believe great service starts with empowered people. You'll be part of a collaborative, inclusive environment where your contribution is recognised and your development is supported. We know no one ticks every box - and that's okay. If your experience doesn't match every requirement, we still encourage you to apply.

At Fusion5, we hire based on your skills, passion, and ability to adapt. We'd love to hear what you can bring to our culture and our team. You'll enjoy:

• Flexible working arrangements (hybrid working model) and a real focus on work‑life balance
• A supportive, high‑trust culture built on collaboration and shared success
• Birthday leave, volunteer days, and regular team and company events
• Opportunities to grow your delivery, commercial, and leadership capability
• The chance to work alongside passionate, talented people who care about delivering outcomes that matter

If you're an experienced Service Delivery Manager with a Microsoft background who enjoys owning customer outcomes and building trusted partnerships, you'll find a great home at Fusion5. Join Fusion5 and help deliver service experiences that go beyond -