Service Delivery Practice Lead

About the Role

Our client is a well-established, New Zealand-owned technology consulting firm renowned for delivering practical, effective services that significantly improve business outcomes. The company prides itself on strong, long-lasting client relationships, high standards, and a culture that values inclusivity, diversity, and quality collaboration. They are seeking an experienced Service Delivery Practice Lead to take ownership of their established service delivery capabilities and enhance them as the business expands.

Key Responsibilities

• Manage service performance across a portfolio of strategic clients, providing support to Service Delivery Managers overseeing individual customer relationships.
• Establish and maintain governance processes, enhance delivery consistency, navigate escalations when necessary, and drive continuous practice improvement.
• Be responsible for the financial health of the service portfolio, including revenue retention, profitability, contract compliance, customer satisfaction, and identifying growth opportunities.

Candidate Profile

• Extensive experience in IT service delivery with senior leadership exposure in software, application managed services, SaaS, cloud services, or technology consulting environments, with a clear understanding of operational, commercial, and customer experience excellence.
• Strong portfolio and stakeholder management skills, able to guide enterprise customers through routine operations and complex challenges, build trusted governance relationships, manage escalations, and mitigate risks.
• Proven leadership in managing and developing teams, including direct line management duties such as coaching, expectation setting, performance reviews, capability building, workload management, and fostering a high-performing team culture.
• Demonstrated ability to create or improve service delivery frameworks, operating rhythms, reporting mechanisms, and governance processes pragmatically to support business growth.
• Solid foundation in service management best practices (including ITIL) coupled with strong commercial understanding covering service agreements, budgeting, forecasting, reporting, and profitability, with the confidence to influence decisions.
• Excellent communication skills to effectively bridge customer requirements, delivery challenges, and business objectives, leading change with clarity and confidence.

Offer and Benefits

• This senior leadership role offers the opportunity to significantly influence how service delivery is managed, impacting frameworks, governance, customer experience, and team capabilities while remaining closely connected to delivery execution.
• A competitive base salary around NZD 180,000 and the chance to work for a reputable New Zealand-owned consultancy recognized for its diverse clientele and inclusive, creative workplace environment where results and people matter.

Additional Information

• Applications must be submitted through this job posting.
• Candidates must be New Zealand citizens, residents, or hold a valid visa granting work authorization in New Zealand.
• References will be requested later in the process; please do not include them with your initial application.
• For enquiries, contact Teresa Jordan at +64 27 376 4884 quoting Job ID: 18308.