Service Delivery Manager

Salary: $120,000 – $135,000+KS+Paid Travel+Xtra Leave

This is a high-impact Service Delivery Manager position in Wellington, operating at the intersection of technical delivery, Site Reliability Engineering (SRE), and customer operations. Acting as the operational workflow hub for a dedicated triage and resolution team, this role takes technical ownership of incident management, data-linking issues, custom report requests, and high-priority bug fixes.

You'll be a calm, structured, and highly adaptable communicator who thrives in high-pressure situations and possesses a "translator's instinct" to bridge technical and business domains seamlessly.

It the day-to-day, you will act as an "air traffic controller" for a dedicated triage team, prioritising incoming operational tickets, unblocking sales obstacles, resolving data-linking issues, managing SLA-driven incidents, and maintaining a structured NZ/UK time-zone overlap to ensure continuous global alignment.

Technical & Operational Responsibilities

• Technical Incident Management & Triage: Own operational service performance, platform outages, incident triage, and SLA-driven operational KPIs across complex software systems.

• Workflow & Technical Translation: Translate complex technical delivery statuses, platform constraints, and system root causes into actionable insights for internal customer success and sales teams, and vice versa.

• Systems & Data Analysis: Proactively identify technical risks, platform trends, and systemic data issues from operational logs and incoming service requests to drive platform stability and automated improvements.

• Global Asynchronous Coordination: Establish a structured working rhythm to interface with technical operations in the UK/Europe. This includes maintaining a scheduled hybrid timezone model (e.g., standard NZ daytime hours with a targeted late-afternoon break and a dedicated 8:00 PM NZT sync window on set days).

• Pre-Sales Technical Scoping: Work directly alongside engineering and technical delivery leads to scope technical feasibility, system architecture constraints, and feature requests for incoming sales prospects.

• Documentation & Reporting: Maintain operational service documentation, produce monthly technical operations reports covering platform changes, metrics, and incident resolution patterns.

Key Requirements & Background

• Demonstrated background in service management, incident triage, SLA-driven technical operations, or as an operational bridge between engineering and internal delivery teams.

• Hands-on familiarity with technical platforms, tooling, incident management systems, and continuous delivery environments.

• Structured, calm decision-making ability under high-pressure incident scenarios.

• Proven discipline operating within async, multi-timezone environments (NZ/UK cross-over).

• Based in Wellington, New Zealand.

Sound like you? Apply now and we'll come back to you with an update in 24 hours.

Note: To apply for this position, you must currently hold a valid New Zealand work visa, or be a NZ Resident or Citizen. We are unable to consider applicants who do not meet these criteria.

About placeMe IT placeMe IT is all about connecting the right candidate with the right job in IT. We promote diversity in the workplace and have a human-first approach, striving for meaningful connections. If you feel like you don't cover every base for this role, that's fine and natural; we encourage you to apply anyway. It's rare that somebody ticks every box!