The Service Delivery Manager (SDM) position in Wellington, New Zealand is responsible for the operational success and performance of Managed Services and Support accounts within the Company.

Position Details

UNIFY’s Service Delivery Manager is primarily responsible for overseeing the continuous delivery of our Customers’ Identity and Access Management (IAM) and Security Solution Services, ensuring exceptional service outcomes. This role encompasses managing the complete lifecycle of IAM and Security service delivery, from customer onboarding and smooth project-to-operations transitions to overseeing solution changes, ensuring adherence to Service Level Agreements (SLAs) and driving continuous improvement initiatives for our customers. Additionally, Service Delivery Managers serve as the key coordinator and escalation for major incidents, bring together cross-functional teams to resolve issues promptly and enhance the overall customer experience while fostering strong customer relationships.

KEY PERFORMANCE INDICATORS:

  • Customer Satisfaction - Achieve a CSAT score of 85% or higher.
  • Service Level Management – Ensure that 90% of SLA’s are achieved.
  • Service Improvement Initiatives – Have an active continuous service improvement plan in place for all of your Managed Service Customers
  • Operational Meetings - Ensure 90% of action items are completed on time.
  • Contractual Service Deliverables – 95% met each month across all customers.
  • Contractual Renewal Rate- Achieve a renewal rate of 90% or higher for expiring customer contracts.
  • AI Operational Efficiency – Demonstrate at least one application of operational efficiency through the use of AI each quarter.

The Service Delivery Manager must contribute to UNIFY’s vision and strive to behave in a manner that reinforces UNIFY’s values.

Responsibilities

Service Delivery Management:

  • Ensure the ongoing delivery of IAM services meets customer expectations and contractual deliverables.
  • Manage SLAs for tickets raised by customers and ensure timely resolution, keeping all stakeholders informed throughout the process.
  • Oversee any changes to customers’ IAM solutions, ensuring proper planning, communication, and implementation with minimal disruption.
  • Regularly review and refine service delivery processes to enhance efficiency and effectiveness.

Customer Relationship Management:

  • Develop and maintain strong customer relationships to understand their needs and expectations. Regularly engage with customers to gather feedback and address any concerns.
  • Manage the customer onboarding process, ensuring a seamless transition and setup. Conduct onboarding sessions to educate customers about the services and expectations.
  • Address and resolve service-related issues or escalations promptly, ensuring a high level of customer satisfaction.
  • Drive the implementation of preventive actions to mitigate the risk of future incidents and enhance overall service reliability.
  • Chair customer operational meetings, draft, and distribute meeting minutes. Ensure meetings are productive and focused on addressing key issues and opportunities.
  • Drive outcomes and follow-ups on actions from operational meetings. Monitor progress and ensure timely completion of action items.

Continuous Improvement and Optimisation:

  • Understand your customers’ solutions and the challenges they face and work with the internal specialists to identify ways to solve these effectively. Provide proactive advice and solutions to enhance their IAM environments.
  • Identify opportunities for service improvements, automation, and optimisation, working closely with technical teams to implement enhancements.
  • Proactively identify ways to add value for customers and drive customer renewals through exceptional service delivery and innovation.
  • Implement ITIL methodologies to drive improvements in incidents, service request, change, problem, and knowledge management.
  • Conduct regular reviews of service performance and customer feedback to identify areas for improvement.

Operational Management:

  • Ensure the support team has the skills, tools, and knowledge to manage the customers’ environments effectively. Facilitate training and development programs to keep the team updated with the latest IAM technologies and practices.
  • Oversee the handover between projects and operations to ensure a smooth transition. Verify that all necessary documentation and knowledge transfer have occurred.
  • Act as the Major Incident Manager for your customer where required, ensuring coordinated efforts to resolve critical incidents swiftly and effectively.
  • Conduct post-incident reviews to analyse the root causes of major incidents and identify preventive actions.

Contract and Invoice Management:

  • Assist in drafting proposals and contracts for IAM services, ensuring they accurately reflect customer needs and service capabilities.
  • Ensure that all contractual obligations are met and that service delivery aligns with agreed terms. Regularly review contracts to ensure compliance and address any discrepancies.
  • Manage and execute variations in contracts promptly to reflect any changes in service requirements or terms.
  • Manage Customer agreement renewals, completed these at least two months before the renewal date.
  • Ensure prompt payment of invoices, keeping all costs up to date and ensuring aged debts are cleared.
  • Follow up with customers on outstanding invoices for support services and coordinate purchase orders where necessary.
  • Ensure after-hours/ additional support invoices are completed by the 1st of the month for the previous month.

Reporting and Analysis:

  • Monitor and report on service delivery metrics and KPIs. Prepare regular performance reports for internal and external stakeholders.
  • Provide regular updates to customers and stakeholders on service performance.
  • Highlight achievements, challenges, and plans for continuous improvement.
  • Conduct detailed analysis of service incidents to recommend improvements. Use data-driven insights to enhance service quality and customer satisfaction.
  • Conduct analysis of incidents to identify trends and recommend opportunities for improvement. Implement solutions to reduce incident recurrence and enhance overall service quality.

Learning and Development:

As a UNIFY consultant, maintaining the necessary level of skill, capability and knowledge in relation to supported technologies and products is of the utmost to service delivery, partnership status and contractual obligations.

Achievement will be measured against the goals identified below:

  • Construction of a “Learning and Development Plan” identifying goals to be achieved which may include skills, certifications, training courses and exams.
  • Demonstrate evidence that targeted skills have in fact been acquired as a result of focused development (delivering projects or performing support activities on this technology, etc.)

Team Leadership

Perform leadership tasks such as:

  • Carry out various HR administrative functions including approval of Team Members leave (personal, annual), Work from Home (WFH), expenses and TOIL.
  • Provide visibility to the Reporting Manager on the health and wellbeing of Team Members through regular reports
  • Attend meetings, training, and seminars relevant to the Team Leadership position
  • Undertake in conjunction with HR, performance reviews with Team Members
  • Development and regular management of a skills management plan for Team Members including certification, exams and training courses.

Selection Criteria

Qualifications and Experience

Education:

  • Qualification in Information Technology, Computer Science, or a related field, or equivalent work experience.

Experience:

  • Proven experience as a Service Delivery Manager, preferably in IAM or IT services.
  • Strong background in managing IAM solutions and related technologies.
  • Experience in overseeing service delivery and managing customer relationships.

Skills and Qualities:

  • Strong customer service and relationship management skills.
  • Proficient in ITIL methodologies and service management.
  • Understanding of IAM concepts, tools, and best practices.
  • Exceptional problem-solving and analytical abilities.
  • Strong communication and interpersonal skills.
  • Ability to manage multiple priorities and work under pressure.
  • Strong professional communication skills and business acumen.
  • Ability to understand customer solutions and challenges to effectively identify and implement solutions.
  • Familiarity with security frameworks, regulatory requirements and compliance standards (e.g. NIST, ISO 27001, GDPR)

Desirable Criteria:

  • Preferably degree qualified in a related field (e.g. business, software engineering, information technology etc.).

Other Requirements:

  • Location: Ability to work in New Zealand.
  • Compliance: Understanding of and commitment to compliance with Occupational Health and Safety requirements, and any relevant legal regulations.
  • Collaboration: Proven experience working within cross-functional teams and ability to adapt to changing business needs.

Benefits and Perks

  • Flexible working arrangements (flexible hours and 2 days/week WFH)
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