Service Delivery Manager

Service Delivery Manager – ICT MSP | Hamilton

Join a friendly, fast-paced MSP supporting a wide range of clients and technologies..

About Us

We're a tight-knit IT team based in Hamilton, providing Managed ICT Support as well as Digital, Development and Integration.

• Over 20 years in business
• A strong and loyal client base
• A wide variety of technologies to work with
• Supportive culture with flexibility and room to grow

The Role

This is a dynamic role sitting at the centre of our operations. You will be responsible for managing service delivery performance, contributing to successful project execution, financial accuracy, and oversight across procurement and licensing.

We are looking for a highly organised and commercially aware individual to join our team in a hybrid role spanning service delivery support, project coordination, and procurement.

Key Responsibilities

Service Delivery Support

• Monitor ticket and security SLA performance
• Help prioritise and manage aging tickets
• Identify capacity constraints across the team
• Support continuous improvement in service delivery

Project Coordination

• Assist with Statements of Work (SoW)
• Support project planning, resourcing, and delivery
• Track project risks, issues, and budgets
• Align procurement with project timelines
• Contribute as a billable project resource where required

Resource Capacity Management

• Monitor and maximise resource utilisation
• Identify capacity gaps
• Contribute to client planning and commitments

Financial & Billing Accuracy

• Ensure accurate client billing for procurement, subscriptions, and projects
• Work with finance to ensure correct invoicing and cost tracking

KPI Monitoring and Reporting

• Review and delivery KPI reports to Clients
• Work with finance to ensure correct invoicing and cost tracking

Procurement & Licensing

• Oversee necessary purchasing
• Coordinate asset replacements (servers, network, PCs, laptops, mobiles)
• Manage licensing renewals (monthly and annual)
• Ensure licensing compliance and optimisation

Operations & Asset Management

• Oversee asset lifecycle and replacement planning
• Maintain accurate asset and licensing records
• Coordinate subscription changes and updates

What You'll Bring

· Experience in an MSP or IT services environment (highly desirable)

· Strong organisational and multitasking skills

· Understanding of service desk operations and SLAs

· Exposure to project coordination or project management

· Experience with procurement, licensing, or vendor management

· High attention to detail, especially around billing and data accuracy

· Strong communication and stakeholder management skills

Why Join Us?

• Full-time position with flexibility (some remote work possible)
• Friendly and approachable team culture

· Work across procurement, service delivery, and projects (no two days are the same)

· Be part of a growing MSP with real career progression opportunities

· Develop your skills across operations and project management

· Collaborative team environment with a strong focus on improvement

Eligibility

To apply, you must:

• Currently reside in Hamilton, New Zealand
• Hold NZ Citizenship or Permanent Residency

Sound like you?

If this sounds like you, we’d love to hear from you. Apply now with your CV and a short cover letter outlining your experience.