Service Delivery Manager

Looking for a Service Delivery Manager (SDM) role with a twist? This is not your traditional SDM role. We’re looking for someone with SDM experience and has a passion for change management. We have an awesome opportunity for you to join a great New Zealand brand and really take your career to the next level. Live outside of Wellington? Not a problem, we have other remote team members and we actively support a remote-inclusive culture.

At Silverstripe, we create compelling experiences for people online using creativity, collaboration, and innovation. Making the complex simple in the digital world doesn’t just involve tech—it involves teams filled with determined people working to improve the lives of those around them.

You will help to lead the service delivery function of our Managed Services working closely with internal teams and suppliers to ensure the quality and continuous improvement of our services for our clients. You will also be a port of call for leading our platform incident management response and help Silverstripe to mature related processes and practices.

At the heart of the role is managing the operational relationship with clients balancing service demand with internal capacity. Effective, timely and scalable responses to the communications needed from clients are the key intervention the SDM uses to manage relationships.

**Requirements**:
**What will I be doing?**
- Developing and implementing a Change Management Plan for the transition of ICT Services, including ICT related business, process and cultural change
- Providing Incident Management support for platform incidents as per Silverstripe’s Incident Management Process
- Leading service reviews, documenting findings, and working with platform leads to prioritise improvements
- Helping to maintain and improve processes and related documentation for the Business Continuity Plans and Disaster Recovery processes related to our managed services
- Working with the Platform Operations Director for the ongoing engagement and account management of relevant Platform related vendors.

**We’re looking for people who are**:

- Confident communicators with solid interpersonal skills, and the ability to negotiate and influence at a senior level
- Excellent at building and maintaining relationships with all stakeholders, combined with conflict resolution skills
- Change advocates - ability to embrace change and bring others on the journey
- Passionate problem solvers, combined with resilience to handle unexpected situations.

**What will I need to be successful?**
- 5+ years' experience driving and delivering change initiatives, ideally in NZ public sector
- Demonstrable experience of managing highly complex change initiatives with a proven ability to successfully transition people from programme to BAU
- Ability to independently lead Incident Management processes in a clear and calm manner
- Knowledge of Agile methodologies; software development; website development and hosting; and DevOps workflow and processes
- Change Management experience in an integration project (_advantageous_)
- ITIL certified _(Desirable)._

**Benefits**

At Silverstripe we're passionate about creating an inclusive workplace that promotes and values diversity. Our DEI Employee Led Network (‘_All Stripes’_) work together to improve current practices to ensure our people feel valued and included.

We actively foster a culture that supports our core values of Honesty over comfort; Adaptability over guarantees; Collaboration over control; Continuous improvement over perfection; and Camaraderie over corporate culture.

Our culture sets us apart — it’s a key reason that brings people to Silverstripe and keeps them here. Having fully stocked drinks and food cabinets encourage our Silverstripers to kōrero (talk) over kai (food) and kawhe (coffee) You will get the chance to discover how great our people (and chat) are through our regular lunch and learns, or perhaps a snack and stream may be up your alley? Oh did we mention Innovation week? Well, that’s an up and comer you do not want to miss out on.