Service Delivery Manager Lead

6 days ago


Auckland, Auckland, New Zealand GenTrack Full time
Job Description

This role offers an exciting opportunity to lead a portfolio of Managed Services customers and drive excellence in customer service delivery. As the Service Delivery Manager, you will be responsible for managing and leading teams of analysts who deliver exceptional customer experiences, meeting contractual SLAs.

About You

  • You have substantial experience as an operations or customer services leader in a relevant industry.
  • You possess excellent communication skills and can adjust your style to engage with team members and senior customer stakeholders effectively.
  • You are passionate about delivering market-leading customer service and enjoy seeing your teams achieve their goals.
  • You are a people person who loves data and uses it to solve problems.

The Opportunity

You will leverage your expertise to implement creative business solutions, following industry best practices, and work collaboratively with the global Managed Services organization. Your success will be measured by consistently outperforming customer SLA targets while meeting scope, quality, time, and budget requirements.

Key Responsibilities

  • Manage and lead teams to meet the scope, quality, time, and budget framework.
  • Forecast, plan, execute, monitor, risk manage, and achieve targets set for the customer portfolio.
  • Predict risks and take necessary mitigation measures to ensure high-quality customer delivery and predictable operations.
  • Drive efficiency focus in your teams and collaborate with engineering teams to deliver automation of business processes.


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