Service Delivery Manager

We are a highly regarded, New Zealand owned technology company. We offer a creative and stimulating work environment and we value and respect inclusivity and diversity.

About this role | Mō tēnei tūranga mahi

We are seeking a customer-facing Service Delivery Manager with the passion to deliver customer service that makes you proud! Located in our Wellington based office, you will run the full lifecycle of ICT service agreements with our customers.

Working closely with our Service Desk and specialist practices to deliver ICT services you will ensure successful outcomes and great experiences. You will oversee the delivery of our support services, improving our operational processes, issue diagnosis and incident/problem resolutions.

You’ll also provide service delivery expertise to the Sales team and continually improve our Delivery practice by contributing your knowledge as your experience grows. By understanding our customers and what we do for them will ensure that our work is appropriate, aligns with our contracts and is fairly charged.

Skills and experience | Ngā pūkenga me ngā wheako

You will:

• Have worked 5+ years in Service Delivery or related ICT roles
• Be accredited in ITIL or other modern service management processes
• Demonstrate a strong customer service ethos supported by clear and effective communication skills
• Possess a knack for and enjoyment of problem-solving
• Be willing to get into the details, i.e., hands-on use of tools such as Azure DevOps boards to manage support services delivery tasks across teams
• Have experience developing and implementing service contracts
• Have experience in enterprise customer environments, with some exposure to the public sector.
• Have some experience with supporting Microsoft Dynamics 365 or Business Central customer environments (preferable)
• And be already living in the Wellington region and be available for monthly travel to our Christchurch office.

About us | Mō mātou

Our people are awesome problem solvers who love turning tech into real world solutions. We thrive on enabling NZ businesses with smarter outcomes.

Join a creative, stimulating, and inclusive work environment that encourages participation and innovation, with many opportunities for professional growth. Our team of circa 300 is dispersed all over New Zealand, with offices in Auckland, Tauranga, Wellington and Christchurch. Work alongside some of the best and brightest in the industry - does this sound like a bit of you?

Our values are:

• Our people are our greatest asset.
• We conduct business ethically.
• Invention, imagination and creativity are the foundation for growth.
• We work with positive energy, enjoyment, humour and work/life balance.
• Excellence is our passion and we deliver what we promise – or more
• We strive to take a pragmatic approach to all of our activities
• We value and appreciate our natural environment and seek to play our part to maintain it

Benefits of working at Theta | Ngā hua ka puta i te mahi ki Theta

Theta offers a family friendly work environment with flexible work hours where practical; especially relevant for caregivers.

We embrace gender equality and are committed to providing a supportive, diverse and inclusive work environment throughout our workplace.

Theta is committed to giving back to the community and are avid supporters of Cure Kids. We compete in various adventure races and do many other things to raise money for Cure Kids. And we make time for the fun things in life!

We currently provide the following benefits to ensure your professional development and personal wellbeing:

• Professional growth and learning opportunities
• A competitive salary (commensurate with experience)
• Fully subsidised medical insurance for employees
• Heavily discounted medical insurance for immediate family of employees
• Enhanced parental leave payment – salary top-ups plus return-to-work incentive
• Hybrid working model (3 days in the office, 2 days from home)
• Volunteer days
• Internal Referral Incentive
• Staff Assistance Programme
• Annual Flu injections
• Sick leave from your first day on board
• Remote working options where practical and mutually agreed
• Daily fresh fruit basket, coffee machine, wide selection of teas and biscuits in all of our offices.

Please note that before any offer can be made, an applicant will need to consent to, and have acceptable Ministry of Justice and credit checks

This position is only available to candidates already residing in NZ who are NZ Citizens / Residents or Permanent Residents