Service Delivery Manager

Lancom Technology is a leader in cloud computing, application development and modernisation, with customers across Australia, NZ and the USA. We develop and manage technology that creates leverage and exceptional results for our clients. We also build and export our own SaaS solutions to over a million users.

If you're smart, ambitious and love learning, there's never been a better time to join us. We're winning bigger clients, expanding our team and creating more opportunities. Our culture is built on trust, freedom and support: our clients trust us to deliver; our people have the freedom to find the best solutions and shape their careers - with the support they need along the way.

We're looking for an experienced Service Desk Manager to lead 50 system engineers across 5 managed service teams delivering end-user support for NZ/AU customers across Microsoft 365, Azure and AWS. Reporting to the General Manager of Operations, you will be turning strategy into daily execution, leading people, tightening process, and driving numbers. You are tasked with delivering consistent, high-quality ticket outcomes, great customer satisfaction, and reliable, scalable operations.

Lead, Manage, Hold Accountable

• Set direction and operating rhythms for each team: run weekly 1:1s and a team leaders' forum
• Define "what good looks like" by day/week/month/quarter; cascade priorities and quarterly business objectives
• Use a clear performance & coaching framework to grow high performers, develop steady contributors, and address performance risks

Operational KPI Ownership

• Coach to the numbers: SLA response/resolution, CSAT, First Contact Resolution, reopen and escalation rates, backlog/ageing, time-entry quality, utilisation/ overtime, L1 telephony (answer rate, ASA, abandon), and preventative maintenance completion
• Report trends and drive corrective actions to meet targets; explain variances and prevent recurrence.

Service Delivery & Process (ITIL)

• Own incident, request, problem, change and knowledge workflows; embed ticket hygiene standards
• Standardise team standard operating procedures; ensure onboarding includes process adoption and tooling basics
• Lead critical incident management and robust post-incident reviews

Talent, training & workforce planning

• Partner with People & Culture on hiring, onboarding and career pathways
• Maintain a training matrix (tooling, customer comms, platform skills)

Continuous Improvement & Automation

• Land small, weekly improvements and quantify impact
• Champion self-service/deflection and lightweight automation; measure tickets prevented
• Maintain systems hygiene: statuses, types/subtypes, priorities, time entries, work types

Stakeholder & client alignment

• Provide clear executive reporting; translate trends into actions and quarterly objectives
• Partner with Account Managers and key customers to prevent escalations

Must-haves

• 5 - 8+ years in customer service operations; 3+ years leading multi-team service desks or NOC/24×7 of 50+ seats
• Proven record scaling teams and lifting KPIs (SLA, CSAT, FCR, backlog, call handling)
• Strong ITIL experience across incident/request/problem/change/knowledge
• Data-driven coach with clear written and verbal communication

Nice-to-haves

• Tooling: ConnectWise Manage (or similar PSA), BrightGauge/Power BI; M365/Azure, AWS
• Certifications: ITIL 4 (Foundation+), Microsoft (MS-900/AZ-900/SC-900), AWS CCP
• EOS familiarity (Scorecards, Rocks, L10s, People Analyzer)
• Experience working in a Managed Service Provider (MSP) environment
• Experience working with NZ/AU customers and offshore teams

• Growth runway in a scaling MSP with real ownership of outcomes
• Hybrid work with modern tooling and autonomy to improve how we operate
• Access to cloud platforms (M365/Azure/AWS) and opportunities to shape our automation roadmap
• Supportive culture: trust, freedom and support to do your best work

If you want a role that's challenging and rewarding, apply now and let's start the conversation.Applicants should have NZ residency or a valid NZ work permit.