Strategic Service Delivery Leader | Managed Services

Jade Software Corporation; Christchurch; Sur place; NZD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Health, life and income protection

Enhanced parental leave

Community connection time

Ongoing development and growth

Flexible environment

Résumé du poste

Jade Software Corporation in Christchurch is seeking a Service Delivery Manager to own the service relationship and outcomes for a portfolio of Managed Services customers. You will align customer needs with contractual commitments and our delivery teams to ensure measurable service performance and value.

You will translate service data into clear actions, lead reviews, coordinate issues, and drive automation and AI-enabled improvements to simplify operations and enhance customer outcomes.

Qualifications

• 3+ years IT service delivery or similar
• Experience managing service outcomes, SLAs, risks and escalations
• Strong customer relationship, communication and stakeholder-management skills
• Ability to coordinate across technical teams while keeping priorities clear
• Analytical mindset and ability to turn service data into insights
• Strong organisation and prioritisation across multiple customers
• Experience improving service processes through automation or digital tools
• Clear, concise reporting for customers and executives
• IT service management experience or qualifications (ITIL/ITSM)

Responsabilités

• Own service governance and performance across a portfolio of Managed Services customers.
• Build trusted relationships and understand each customer’s business, priorities and desired service outcomes.
• Monitor service health, SLAs, risks and customer experience, turning insights into clear actions.
• Lead customer service reviews with meaningful reporting, ownership and agreed priorities.
• Coordinate significant service issues, risks and escalations across technical and operational teams.
• Identify recurring issues and drive practical, sustainable service improvements.
• Bring teams together around customer priorities, dependencies and service outcomes.
• Look for smarter ways to simplify, standardise and automate service-management activities and reporting.
• Work alongside commercial relationship owners on service planning, governance and opportunities requiring changes in scope.
• Keep customers informed and confident through clear, proactive communication

Connaissances

IT service delivery

SLAs & escalations

Customer relations

Cross-team coordination

Analytical mindset

Prioritisation

Process improvement

Executive reporting

ITIL/ITSM certs

Outils

ITSM platforms

Service dashboards

Workflow automation

AI-enabled tools

Description du poste

Jade Software Corporation in Christchurch is seeking a Service Delivery Manager to own the service relationship and outcomes for a portfolio of Managed Services customers. You will align customer needs with contractual commitments and our delivery teams to ensure measurable service performance and value.

You will translate service data into clear actions, lead reviews, coordinate issues, and drive automation and AI-enabled improvements to simplify operations and enhance customer outcomes.