Service Delivery Manager

About us
At Softsource, we do our utmost to make life easier and more productive for Kiwi businesses. Founded in 2004, we are an ICT systems integrator providing specialist technology solutions, professional services, technical expertise and data centre services to the SMB, government and enterprise markets. New Zealand-owned and operated, we believe in working towards the greater good, fostering cooperation and tapping into the collective strengths of our team to offer our clients an extensive range of technology-based services.

About the role
We’re looking for an experienced Service Delivery Manager to join our Auckland-based Managed Services team.
Sitting at the intersection of Account Management, Managed Services, Sales Support and Project Delivery, you’ll help ensure our IT services and support are delivered consistently, effectively and in line with agreed service levels.
You’ll act as a key point of contact for clients, building strong relationships and providing clear visibility of service performance, priorities, risks and improvement opportunities. Internally, you’ll bring teams together to manage escalations, coordinate service delivery and ensure customer commitments are understood and delivered.

What we're looking for

• At least three years’ experience in service delivery, IT operations or a similar client-facing role within an MSP or IT services environment.

• Strong understanding of IT service management, support workflows and service delivery processes.

• Proven experience managing client relationships, service expectations, SLAs and operational performance.

• Experience preparing and presenting service reports, dashboards or executive-level customer updates.

• Confidence managing client escalations and coordinating people across multiple teams to achieve timely outcomes.

• Strong communication, relationship-building and stakeholder management skills.

• Ability to manage multiple customers, priorities, risks and competing demands.

• Commercial awareness and confidence contributing to Statements of Work, proposals, service renewals and pricing calculations.

• A collaborative, accountable and solutions-focused approach.

• Sound judgement and a commitment to delivering a consistently strong customer experience

What you'll be doing

• Build strong relationships with key clients and act as a central point of contact for service delivery.

• Lead service reviews and QBRs, providing clear updates on performance, priorities, risks and improvements.

• Monitor SLAs, KPIs and service performance, proactively addressing issues and opportunities.

• Manage client escalations, coordinating internal teams to achieve timely and effective resolution.

• Work across Managed Services, Account Management and Project Delivery to ensure smooth handovers and consistent service delivery.

• Support client onboarding, service renewals, Statements of Work and other service-related commercial activity.

• Prepare service reports and provide clients with clear visibility of performance and agreed actions.

• Identify and drive continuous improvements to service delivery, processes and the overall customer experience.

Job Benefits

At Softsource, we are committed to fostering a supportive and inclusive work environment that empowers our employees to thrive. In addition to a competitive salary, we offer a range of benefits, including:  

• Opportunities for professional development and career advancement 
• Flexible work arrangements to support work-life balance 
• Employee recognition and reward programs