About the role

Why you would like it

• Be the key link between clients, technical teams, and leadership 
• Mix of service delivery + project oversight (varied, never static) 
• Drive measurable improvements across SLA, incident, and change outcomes 
• Lead with trust and clarity in a collaborative operations environment 

The opportunity
This is a Senior Service Delivery Manager role where you’ll take ownership of managed service outcomes for a portfolio of client accounts, while also overseeing project execution when required. You’ll be the primary client interface and the person who keeps internal operations running smoothly - tracking SLAs, driving continuous improvement, and making sure incidents, changes, and delivery risks are handled with confidence. If you enjoy being accountable for service quality, building strong client relationships, and creating calm through structure and communication, this role gives you the scope to do exactly that.

Company profile
A Christchurch-based IT services organisation delivering managed services and project delivery to a range of clients. The environment is supportive and practical - focused on doing what you say you’ll do, improving how things run, and keeping customers well looked after.

The role

• Own service delivery across assigned managed service client accounts 
• Monitor SLAs and KPIs; run performance reporting and service reviews 
• Lead incident, problem, and change management processes 
• Identify and deliver service improvement initiatives 
• Coordinate resourcing and day-to-day operational priorities 
• Ensure compliance with security protocols and relevant standards 
• Plan and oversee IT projects (scope, timeline, budget, reporting) 
• Provide guidance and coordination across technical teams and partners 

Your fit

• Experience in Service Delivery (ideally within IT managed services) 
• Confident with SLAs, operational governance, and continuous improvement 
• Solid understanding of IT service management and delivery rhythms 
• Strong client-facing communication and expectation management 
• Able to coordinate technical teams and multiple workstreams calmly 
• Comfortable overseeing projects and managing delivery risks 
• Proactive, structured, and focused on measurable outcomes 

Interested?

If you’re keen to own service outcomes and strengthen client partnerships, apply now with your most up to date CV. For more information please contact Courtney at courtney@potentia.co.nz