Service Delivery Manager

Lead service delivery that builds trust, value, and long‑term customer successThrive in a people‑first culture where you're empowered to make things happenSpot growth opportunities and drive real value.

Join Fusion5 as we continue to strengthen our Customer Success and Service Delivery capability. At Fusion5, we're more than a technology partner - we're Transformation Partners. We help organisations across New Zealand and Australia go beyond with technology across business applications, cloud, AI, and security.

Our Service Delivery Managers plays a critical role in this journey, ensuring customers receive consistent, high‑quality service and real value long after implementation. We're looking for an experienced Service Delivery Manager to join our team in Auckland or Wellington.

This is a customer‑facing role where you'll take ownership of service delivery across a portfolio of customers, acting as their trusted point of contact while ensuring operational excellence, strong relationships, and sustainable commercial outcomes.

About the Opportunity

This role sits within a team of Service Delivery Managers who support one another, collaborate on complex challenges, and collectively own customer success. You'll be accountable for the operational health of your customer portfolio, acting as the voice of the customer within Fusion5 to ensure issues are managed effectively, commitments are met, and services deliver on agreed outcomes.

You'll work closely with Account Managers, pillar teams, and delivery resources to coordinate BAU support, work orders, and projects. Balancing customer advocacy with operational and commercial realities, you'll help ensure high satisfaction while maintaining delivery discipline and profitability.

This role is ideal for someone who thrives in complex environments, enjoys building trusted relationships, and brings clarity, structure, and calm to service delivery.

What You'll Do

• This is a broad, high‑impact role combining customer management, delivery oversight, and commercial accountability.
• You will:
• Own day‑to‑day service delivery for assigned customers, including BAU support, escalations, and work orders
• Act as the primary point of contact for customers post‑implementation, building trusted, long‑term relationships
• Conduct regular customer service reviews and onsite meetings, with clear agendas, actions, and follow‑through
• Proactively drive account plans in partnership with Account Managers
• Manage customer escalations, including Priority 1 incidents, through to resolution
• Manage and coordinate delivery of projects and work orders, ensuring scope, budget, timelines, and quality standards are met
• Ensure service delivery aligns with Fusion5's delivery frameworks and governance standards
• Oversee Partner
• Plus agreements, renewals, reporting, invoicing, and value realisation
• Identify opportunities to improve service quality, processes, and commercial outcomes
• Contribute to revenue growth through change requests, additional services, and solution opportunities.

What You'll Bring

• We're looking for a confident, customer‑focused delivery professional who understands both service excellence and commercial outcomes.
• You'll bring:
• Proven experience managing service delivery across multiple customer engagements
• Microsoft Dynamics 365 Business Central knowledge or background as an added advantage
• Experience in professional services, managed services, or technology delivery environments
• A track record as a customer contact for delivery performance and issue resolution
• Strong commercial acumen, including contracts, budgets, and delivery margins
• Experience working with SLAs, KPIs, service reporting, and continuous improvement initiatives
• Excellent communication skills, with the ability to engage technical and non‑technical stakeholders
• A calm, structured approach to prioritisation, escalation, and decision‑making
• A tertiary qualification in business, technology, or a related field (preferred)
• ITIL, PMP, Agile, or similar certifications (desirable but not essential) .What's in it for you?
• At Fusion5, we believe great service starts with empowered people.
• You'll be part of a collaborative, inclusive environment where your contribution is recognised and your development is supported.
• We know no one ticks every box - and that's okay.
• If your experience doesn't perfectly match every requirement, we still encourage you to apply.
• At Fusion5, we hire based on your skills, passion, and ability to adapt.
• We're keen to learn what you can bring to enhance our culture and strengthen our team.
• You'll enjoy: Flexible working arrangements (Hybrid working model) and a genuine focus on work‑life balance
• A supportive, high‑trust culture built on collaboration and shared success
• Birthday leave, volunteer days, and regular team and company events
• Opportunities to develop your leadership, delivery, and commercial capability
• The chance to work alongside passionate, talented people who care about delivering outcomes that matter.
• If you're a Service Delivery Manager who enjoys owning customer outcomes, leading through complexity, and building trusted partnerships, you'll find a great home at Fusion5.
• Join Fusion5 and help deliver service experiences that go beyond - apply today.