Service Delivery Manager

About Canon Business Services ANZ

Canon Business Services ANZ has been a leader in Business Process Optimisation and IT services for over 20 years, assisting organisations to enhance, automate, and transform their operations to foster growth. Collaborating closely with customers, we deliver tailored solutions that exceed business needs and address challenges, enabling them to focus on their unique strengths. Our reputation is built on dedicated customer focus and agile problem-solving approaches, maintaining long-term partnerships with many clients through reliable, scalable, and cost-effective solutions.

Role Overview

The Service Delivery Manager acts as a trusted consultant managing a varied portfolio of clients, helping them derive maximum value from Canon's digital solutions. With autonomy to influence customer outcomes, this role involves strengthening relationships, monitoring service performance, and expanding service opportunities to encourage portfolio growth. Key responsibilities include overseeing service delivery, ensuring performance standards, proactively identifying and mitigating service risks, and collaborating with internal teams across multiple functions.

Key Responsibilities

• Manage service delivery across a varied client portfolio.
• Build trusted advisory relationships by understanding client priorities and anticipating future needs.
• Promote customer retention through proactive engagement and solution-oriented discussions.
• Ensure services meet agreed-upon performance metrics and standards.
• Monitor service performance, detect risks early, and implement necessary improvements.
• Support clients in maximising benefits from Canon’s digital offerings.
• Identify and pursue opportunities to broaden service adoption and support portfolio growth.
• Coordinate delivery activities with internal teams across functions and locations.

Candidate Profile

The ideal candidate is experienced in managing multiple client accounts independently, excelling in relationship-building and trusted by clients for reliable delivery. They approach challenges with curiosity, seek practical solutions, and maintain meticulous organisation and proactive communication. This person continuously looks for growth areas to provide value to both clients and the business, demonstrates clear communication skills, and collaborates effectively across teams.

Required Skills and Experience

• Proven experience managing a portfolio of client accounts.
• Ability to establish and sustain long-term client partnerships.
• Strong knowledge of service delivery frameworks, including monitoring SLA and contract adherence.
• Experience in delivering continuous value through engagement, service reviews, and targeted support.
• Skill in influencing stakeholders and coordinating outcomes across diverse teams.
• Commercial acumen with a track record of expanding client portfolios.
• Excellent communication and stakeholder management capabilities, adept at balancing priorities.

What We Offer

Join a supportive team dedicated to achieving excellent customer outcomes with emphasis on quality, dependability, and collaboration. This role offers the chance to own a diverse portfolio, contribute ideas, and collaborate with experienced colleagues. We are committed to investing in your professional development and provide an engaging work environment with adequate challenges and opportunities for growth. We promote inclusivity and diversity, welcoming applicants from all backgrounds and ensuring equal opportunity employment.

Additional Information

• Work Location: Auckland or Wellington, New Zealand.
• Employment type: Contract, onsite role with potential for hybrid flexibility.
• Canon embraces flexible working arrangements aligned with better work-life balance.
• Applicants must have the right to work in New Zealand at the time of application.