Service Delivery Manager - Gisborne

New Zealand Post; Hawke's Bay; On-site; NZD 120,000 - 170,000; Full time

Job summary

New Zealand Post in Gisborne is seeking a Service Delivery Manager to lead the day-to-day service delivery operation, ensuring parcels and mail are delivered safely and efficiently to our customers. You will coach frontline leaders, manage budgets and planning, and build strong relationships with customers and delivery partners to drive performance and continuous improvement.

This hands-on leadership role requires authenticity, clear communication and a strong focus on safety, wellbeing and

Qualifications

Responsibilities

• Leading daily service delivery operations to achieve service targets
• Coaching and developing team members and frontline leaders
• Managing operational performance, productivity and resource planning
• Building strong relationships with customers and delivery partners
• Driving continuous improvement initiatives and operational efficiencies
• Championing a strong safety, wellbeing and compliance culture

Skills

Operational leadership

People leadership

Coaching

Performance management

Budgeting

Operational planning

Change management

Safety & compliance

Customer management

Job description

Service Delivery Manager - Gisborne

Lead a high performing service delivery operation that keeps Kiwis connected

Build capability, drive performance and create a safe, engaged team culture

Deliver exceptional customer outcomes while improving efficiency and service

About the role

At NZ Post, what we deliver matters. As a Service Delivery Manager, you'll lead the day‑to‑day operation of a service delivery branch or team, ensuring parcels and mail are delivered safely, efficiently and to the standards our customers expect. You'll bring together people, processes and performance to keep operations running smoothly while delivering great outcomes for our customers and communities.

This is a hands‑on leadership role where you'll be visible, connected and actively involved in supporting your team to succeed. You'll use operational insights to improve performance, manage resources and costs, drive continuous improvement, and create an environment where people can do their best work while staying safe and well every day.

What you'll be doing:

• Leading daily service delivery operations to achieve service targets
• Coaching and developing team members and frontline leaders
• Managing operational performance, productivity and resource planning
• Building strong relationships with customers and delivery partners
• Driving continuous improvement initiatives and operational efficiencies
• Championing a strong safety, wellbeing and compliance culture

About you

You're an experienced operational leader who enjoys being close to the action and supporting people to perform at their best. You know how to balance customer expectations, operational requirements and commercial outcomes, while creating a positive and inclusive team environment. You lead with authenticity, communicate clearly and aren't afraid to tackle challenges when they arise.

You'll bring strong people leadership experience, sound commercial judgement and the ability to make informed decisions in a fast‑paced environment. Whether you're managing performance, leading change, improving processes or building key relationships, you're motivated by delivering great results while helping others grow and succeed.

You'll bring:

• Proven experience leading operational teams and delivering results
• Strong people leadership, coaching and performance management skills
• Experience managing budgets, costs and operational planning
• Confidence leading change and navigating complex situations
• A strong focus on safety, risk management and compliance
• Excellent relationship‑building and customer management capability

At NZ Post, we aim to be the delivery business of choice for Aotearoa. With a focus on Parcels and the evolution of Mail we work together to deliver the best outcomes possible for our customers and our people. This is an exciting time to join us. You'll be part of a business in transformation, where your work will have real impact on how we deliver for Aotearoa now and into the future.

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.

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.