service delivery manager in New Zealand

jeannel seno, randstad
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job details

new zealand
job type
working hours
5 years
reference number
jeannel seno, randstad
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job description

Service Delivery Manager

About the company

The business is a proven innovator and initiator in their domain providing world leading services that benefit everyone across New Zealand. They are a communications giant who are now looking for a Service Delivery manager.

The Role:

As a Service Delivery manager who will be the face of their products to big corporate clients, with the advocacy of ensuring that the breadth of services their customers consume are proactively and professionally delivered, increasing customer satisfaction and support.

Company Culture:

  • Inclusive and collaborative work culture

  • Progressive environment

  • Agile environment


  • Work with a world renowned Kiwi brand

  • Great location and office space in Auckland CBD location

  • Generous benefits - Mobile and Products allowances, Life, health, income protection and trauma insurance and/or subsidies


To be successful in the role, using strong stakeholder/client management skills, you are to set specific and clear parameters with the client to ensure successful conversion and delivery of projects in the most efficient and cost effective manner. The following responsibilities will also be under your remit:

  • Client management - build relationships with clients, making sure their requirements and your deliverables are clearly understood translating to an efficient end-to-end delivery of the services they require from the organization. Ensure escalations are well managed and resolved within specified time frames ensuring client satisfaction is above planned targets.

  • Team Leadership -leading a virtual service delivery team for your portfolio, ensuring that your team fully understands the obligations you have to your clients and the delivery parties involved.

  • Service level management - establish service delivery plans and key governing parameters to ensure effective issue, risk, exception, decision and deliverable handling to client. Spearhead all service delivery communications to client.

  • Periodic Reviews - conduct quarterly or annual reviews of account related SLAs, continuous improvement initiatives and performance as well as client satisfaction surveys and reviews.

  • IT Financial management- ensure profitable delivery of contracted services for the client’s portfolio by efficiently using organization’s digital resources to meet agreed service levels and financial targets.

  • Partner/ Vendor management - manage vendor and partner performances.


  • At least 5 years of experience client facing IT services delivery role ideally for clients in the government or large corporate sector

  • Experience in problem and incident management

Only residents and/or citizens may apply for the role.

Please call Jen at 09336 0351 or email her at for further information or a confidential chat about the role (as it is the holidays, I can only attend to your queries on the 7th of Jan 2019 onwards, when I am back).

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.


Service Delivery Management

educational requirements

Associate Degree/Diploma