Strategic ICT Services Delivery Manager

System Solution; Albert-Eden; On-site; NZD 120,000 - 170,000; Full time

Job summary

System Solution in New Zealand is seeking an experienced ICT Service Delivery Manager to own service performance and outcomes across Microsoft 365, cloud services, networks and security. You will lead operational planning, vendor coordination and customer engagements, ensuring services meet business requirements and agreed SLAs.

Reporting to the Managing Director, you will coordinate ICT projects, manage delivery schedules, and drive service improvements with a focus on reliability and customer

Qualifications

• Minimum of three years ICT industry experience coordinating ICT service delivery.
• Experience coordinating multiple ICT workstreams, technical resources, vendors and stakeholders.
• Knowledge of IT service management, incident and problem management, service requests and escalation procedures.
• Practical knowledge of Microsoft 365, cloud services, network security/firewalls and end-user technology.
• Experience in ICT implementation, technology deployment, change management or service improvement.
• Ability to manage delivery schedules, risks, procurement activities and operational priorities.
• Strong customer relationship management, stakeholder communication, analytical and organisational skills.
• Bachelor's degree or higher in IT/CS/IS or equivalent.

Responsibilities

• Plan, coordinate and oversee delivery of managed IT services, Microsoft 365, cloud solutions, business networks, internet connectivity, telecommunications and AI technology.
• Establish and maintain service delivery procedures, operational standards, escalation processes and service performance measures.
• Monitor service requests, incidents, recurring issues, service availability and agreed service levels, coordinating timely resolution with technical personnel and service providers.
• Act as the principal management contact for service delivery matters, escalated customer concerns and significant service disruptions.
• Establish, monitor and review SLAs, KPIs and service commitments, where applicable.
• Conduct customer service reviews, communicate service performance and coordinate corrective actions and continuous improvement initiatives.
• Oversee the full lifecycle of ICT service delivery, ensuring services meet agreed SLAs and keep customers satisfied.
• Establish clear communication channels and processes so incidents are responded to and resolved quickly.
• Track and analyse service performance metrics to maintain quality standards and drive improvements.
• Manage relationships with third-party vendors, including negotiating contracts and monitoring their service performance.
• Plan and coordinate ICT service implementations, customer onboarding, technology deployments, system upgrades and service transitions.
• Coordinate technology vendors, software providers, telecommunications companies, contractors and other service partners.

Skills

IT service management

Vendor coordination

Stakeholder communication

Problem solving

Project coordination

Education

Bachelor or higher in IT/CS/IS or related

Tools

Microsoft 365

Cloud services

Network security

IP Cloud Phone Network

Job description

System Solution in New Zealand is seeking an experienced ICT Service Delivery Manager to own service performance and outcomes across Microsoft 365, cloud services, networks and security. You will lead operational planning, vendor coordination and customer engagements, ensuring services meet business requirements and agreed SLAs.

Reporting to the Managing Director, you will coordinate ICT projects, manage delivery schedules, and drive service improvements with a focus on reliability and customer