Customer Delivery Manager

About the company

FRAMECAD develops construction software, hardware, and related services for customers worldwide. The business is focused on growth and on helping transform the construction industry through smarter, more efficient methods that are better for the planet. Its offering includes building systems, design and engineering methods, design software, cloud-based business systems, manufacturing equipment, service and maintenance support, spare parts, training, and custom components for modern construction applications.

The company’s solutions are used by major organisations across residential, commercial, military, and government sectors.

Role overview

FRAMECAD is looking for a Customer Delivery Manager to oversee the global customer fulfilment journey across systems, software, services, and spare parts. The role is responsible for keeping delivery processes consistent and high quality from purchase order acceptance through commissioning and final operational handover.

This position focuses on governance, operational control, issue escalation, reporting, prioritisation, and coordination across teams to make sure delivery commitments are met and customer expectations are handled effectively around the world.

Key responsibilities

• Direct and control the worldwide fulfilment and customer delivery process for systems, software, services, and spare parts orders.
• Monitor every stage of delivery, from purchase order acceptance through dispatch, commissioning, and handover into operations.
• Apply delivery milestones, fulfilment standards, and governance practices consistently across all regions.
• Track open customer orders, promised delivery dates, operational risks, and dependencies across the global pipeline.
• Work closely with Sales, Regional Operations, Engineering, Manufacturing, Supply Chain, Product, IT, and Field Services to keep delivery moving.
• Handle customer delivery escalations, lead recovery actions, and brief senior leadership on critical issues when needed.
• Own fulfilment reporting and governance structures, including accurate monitoring of orders, readiness, and performance measures.
• Make sure customers receive clear, proactive communication and a strong experience throughout the fulfilment process.
• Encourage accountability, teamwork, and ongoing improvement across departments and regions.
• Support and coach regional customer delivery coordinators and other key operational stakeholders.

Experience and qualifications

The ideal candidate will bring experience in customer delivery, customer success, fulfilment, operations, or service governance. A strong track record in coordinating complex work across multiple regions and managing delivery programmes is important.

You should understand the full order lifecycle and customer onboarding, and be comfortable handling operational governance, reporting, and escalation processes. Experience with ERP and CRM platforms such as SAP and Salesforce, as well as reporting tools like Power BI, is required.

The role also calls for excellent stakeholder management, strong influencing skills, and the ability to coordinate work across cross-functional teams. Clear communication, leadership, and coaching ability are essential, including the confidence to support others without direct line authority. The right person will be highly organised, customer-oriented, analytical, and effective at solving problems.

A relevant tertiary qualification in Business Administration, Marketing, Engineering, or a related field is required.

What is offered

The company offers a modern office environment, a competitive base salary, KiwiSaver contribution scheme, regular catering and refreshments, and the support needed to succeed in the role.

How to apply

If this opportunity sounds like a fit, you are encouraged to submit an application.