Service Delivery Manager

Cyclone Co; Wellington; On-site; NZD 110,000 - 160,000; Full time

Benefits offered by this job

Health insurance

Volunteer day per year

Discounted technology products

OCP support

Job summary

Cyclone Co in Wellington, New Zealand, is looking for a Service Delivery Manager to lead regional service delivery and customer outcomes. You’ll coordinate with Customer Success, Professional Services, Sales and Technical teams to ensure a consistent, high‑quality service experience.

You’ll build strong client relationships, act as the regional escalation point for service issues, coach a high-performing delivery team, and drive process improvements to support national service initiatives.

Qualifications

• Experience leading service delivery, customer success or managed service teams.
• Strong customer relationship and stakeholder management skills.
• Experience managing service performance against KPI's and SLA's.
• Strong problem-solving and decision-making capabilities.

Responsibilities

• Lead service delivery and customer outcomes across the region, building strong customer relationships along the way
• Act as the regional escalation point for service-related issues and drive timely resolution of customer concerns and service risks
• Lead, coach and develop a high-performing Service Delivery team and foster a collaborative, customer-focussed and accountable team culture
• Identify opportunities to improve processes, customer engagement and operational effectiveness, providing recommendations and insights to support national service deliver initiatives.

Skills

Service delivery

Customer success

Managed services

Stakeholder mgmt

KPI & SLA

Problem solving

Job description

Take the next step in your career and join Cyclone as a Service Delivery Manager in Wellington!

Why You’ll Love Working with Us

• Great Team Benefits: Competitive salary and benefits package including health insurance, a paid volunteer day per year, discounted technology products and OCP support
• Customer-Centric Culture: We’re passionate about delivering exceptional support and building trusted partnerships with our customers.
• Diverse Client Base: You'll work with many different people and solutions, allowing you to showcase your technical expertise and top-tier customer service skills.

About the role:

The Service Delivery Manager is responsible for leading service delivery operations and customer outcomes within their region, ensuring customers receive a consistent, high-quality and responsive service experience. Working closely with customers, Service Coordinators, Professional Services, Sales and Technical teams, the Regional Service Delivery Manager ensures service delivery aligns with Cyclone's national standards while meeting the unique needs of local customers.

What you'll do:

• Lead service delivery and customer outcomes across the region, building strong customer relationships along the way
• Act as the regional escalation point for service-related issues and drive timely resolution of customer concerns and service risks
  
• Lead, coach and develop a high-performing Service Delivery team and foster a collaborative, customer-focussed and accountable team culture
• Identify opportunities to improve processes, customer engagement and operational effectiveness, providing recommendations and insights to support national service deliver initiatives.

What you'll bring:

• Experience leading service delivery, customer success or managed service teams
• Strong customer relationship and stakeholder management skills
• Experience managing service performance against KPI's and SLA's
• Strong problem-solving and decision-making capabilities

About Cyclone:

Cyclone is a New Zealand privately owned company with branch offices in Auckland, Wellington, Christchurch, Dunedin and Invercargill. We employ over 200 team members including ICT specialists, Engineers and Consultants. Working at Cyclone includes the opportunity to thrive in:

• Having training platforms and development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google, and Dell.
• Being part of a collaborative team, with tight customer and supplier relationships. A workplace rich in diversity, inclusive of all thinking styles, and actively reflecting our core values (People, Performance, Protection, Partnership).

You must currently live in New Zealand and be eligible to work here to apply for this position. Our customers require us to complete security and reference checks.