Service Delivery Manager

Service Delivery Manager

Jade has been solving complex, real-world problems with technology since 1978. Today, our software is used across more than 25 industries and 70 countries, helping organisations combat financial crime, manage global dairy supply chains and run the critical business operations they rely on every day.

Our portfolio includes ThirdEye, our financial crime prevention platform; MADCAP, which supports dairy supply chains around the world; and enterprise software designed to handle complex business challenges. Much of this is underpinned by the Jade Platform, our own development and runtime environment, which powers our products and software used by organisations globally.

We’re proud of what we’ve built, but we’re not standing still. Jade is investing in our products, technology and people, and looking for better ways to create value for our customers around the world.

About the Role

As a Service Delivery Manager, you’ll own the service relationship and outcomes for a portfolio of Jade’s Managed Services customers. You’ll bring together customer needs, contractual commitments and the teams delivering our services, making sure customers have confidence in how their services are performing and where we can make them better.

You’ll be the customer-facing owner of service performance, providing clear visibility of service health, risks, priorities and improvement opportunities. Working across operational, technical and commercial teams, you’ll help turn service insights into action, resolve issues at the right level and keep everyone aligned around great customer outcomes.

This is a role for someone who enjoys building strong customer partnerships and continually looking for smarter ways to deliver services. As a Service Delivery Manager, you’ll be a trusted link between our customers and our teams, using automation, data and AI-enabled tools to simplify how we work and improve how we deliver.

In this role, you’ll

• Own service governance and performance across a portfolio of Managed Services customers.
• Build trusted relationships and understand each customer’s business, priorities and desired service outcomes.
• Monitor service health, SLAs, risks and customer experience, turning insights into clear actions.
• Lead customer service reviews with meaningful reporting, clear ownership and agreed priorities.
• Coordinate significant service issues, risks and escalations across technical and operational teams.
• Identify recurring issues and drive practical, sustainable service improvements.
• Bring teams together around customer priorities, dependencies and service outcomes.
• Look for smarter ways to simplify, standardise and automate service-management activities and reporting.
• Work alongside commercial relationship owners on service planning, governance and opportunities requiring changes in scope.
• Keep customers informed and confident through clear, proactive communication

About You

A confident service professional, you understand that great service delivery is about more than meeting an SLA. You know how to build credibility with customers, bring different teams together and keep people focused on the outcomes that matter.

You’re comfortable working with service data, risks, incidents and competing priorities, and you know how to translate the detail into a clear story for customers and stakeholders. You’ll bring curiosity and an improvement mindset, challenging inefficient ways of working and identifying opportunities to use technology, automation and AI to make service delivery simpler and more effective.

You’ll also bring

• 3+ years’ experience in IT service delivery, managed services, service management or a similar customer-facing technology environment.
• Experience managing customer service outcomes, SLAs, risks and escalations.
• Strong customer relationship, communication and stakeholder-management skills.
• Confidence coordinating across technical teams while keeping ownership and priorities clear.
• An analytical mindset and the ability to turn service data into meaningful insights and actions.
• Strong organisation and prioritisation skills across multiple customers and competing demands.
• Experience improving service processes through simplification, standardisation, automation or digital tools.
• Clear, concise written communication and the ability to produce customer and executive-ready reporting.
• Relevant IT service management experience or qualifications.

Even better if you have ITIL 4 Foundation or similar service-management training, have managed a portfolio of Managed Services customers, or are familiar with ITSM platforms, service dashboards, workflow automation and AI-enabled productivity tools.

Why Jade?

Jade Software is one of New Zealand’s most established and respected technology companies, with a global footprint and a reputation for solving complex problems through innovation. We deliver world-class products, platforms and data-driven solutions that create meaningful impact for our customers.

Our culture is built on being Customer Led, Audacious Together and Dependable by Default. These operating principles guide how we work together, make decisions and deliver value for our customers. We focus on creating meaningful outcomes for our customers, work as one team to challenge what’s possible and take ownership of delivering on our commitments. Together, we build trust, drive impact and create value that matters.

We have an office-first approach designed to support collaboration and connection, alongside flexibility that helps our people do their best work.

We offer a comprehensive benefits package, including:

• Health, life and income protection insurance
• Enhanced parental leave
• Dedicated time to connect with your community
• Ongoing development and growth opportunities
• A supportive, flexible environment where you can thrive

At Jade, diversity of thought and experience makes us stronger. We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where everyone can thrive.

Ready to Make an Impact?

If you’re an experienced Service Delivery Manager who wants to build trusted customer partnerships, drive service improvements and make a real impact on how services are delivered, we’d love to hear from you.

To view a Position Description for this opportunity, HERE or check out the role on our Careers Page

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