Service Delivery Manager
On-siteAuckland, Auckland, New Zealand
Job Summary
Oversee successful delivery of services across a diverse client portfolio while acting as a trusted advisor to understand priorities, future needs, and opportunities to expand services. Drive customer retention through proactive engagement and solution-focused conversations, ensuring service delivery meets agreed performance standards and SLAs. Monitor performance, identify service risks early, and implement improvements to help customers maximize value from digital solutions. Partner with internal teams to coordinate delivery across multiple functions and locations, supporting contract renewals and contributing to overall portfolio growth.
Required Qualifications
- Experience managing a portfolio of client accounts
- Proven ability to build and maintain long-term, valued partnerships with clients
- Strong understanding of service delivery models, including managing performance against SLAs and contractual commitments
- Experience delivering ongoing value through proactive engagement, service reviews, and solution-focused support
- Ability to influence stakeholders and coordinate outcomes across multiple teams
- A commercial mindset with proven success in growing existing client portfolios
- Strong communication and stakeholder management skills, with the ability to manage competing priorities
- Location: Auckland or Wellington
Desired Qualifications
- You're curious, ask questions, take time to understand challenges and identify practical solutions
- You're also organised, proactive and pay attention to the detail to ensure the best result is achieved
- You're always looking for opportunities to strengthen what's already in place, identify areas for growth and deliver value for both the client and the business
- You communicate well, collaborate easily and enjoy bringing people together to achieve positive outcomes
- You have experience managing a portfolio of clients and take ownership of your work
- You're comfortable working independently and stay on top of what's happening across your accounts
- You're a natural relationship builder, client-focused and someone people trust to get things done
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