Service Delivery Practice Lead

About the Opportunity
We’re partnering with a highly regarded, New Zealand-owned technology consulting business with a strong reputation for delivering practical, outcome-focused services that genuinely move the dial for customers. They’re known for long-term client relationships, high standards, and a culture that values inclusivity, diversity, and doing great work with great people. This will be a senior, permanent Service Delivery Practice Lead where you will take ownership of an established service delivery capability and continuing to evolve it as the business grows. We are looking for someone who can sit at the intersection of customer outcomes, operational excellence, and people leadership.
•   You’ll oversee service performance across a portfolio of strategic customers, while supporting Service Delivery Managers who each own their customer relationships.
•   You’ll set the governance cadence, lift consistency across delivery, navigate escalations when needed, and keep the practice moving forward through continuous improvement.
•   You’ll also be accountable for the commercial health of the service portfolio revenue retention, profitability, contract performance, customer satisfaction, and identifying growth opportunities.
What You’ll Bring
• Significant experience in IT service delivery, including senior-level leadership in a software, application managed services, SaaS, cloud services, or technology consulting environment you understand what “good” looks like operationally, commercially, and in terms of customer experience.
• Strong portfolio and stakeholder management capability: you’ve led enterprise customers through steady-state delivery and tricky moments alike, you can build trusted governance relationships, and you’re confident owning escalations and turning risk into a plan.
• A track record of leading and developing people with direct line management responsibility coaching, setting expectations, performance conversations, capability uplift, workload oversight, and building a team culture where people do their best work.
• Proven ability to build or mature service delivery practices: you can improve frameworks, operating rhythms, reporting, and governance in a way that’s pragmatic (not bureaucracy for the sake of it) and that supports growth.
• Strong service management foundations (ITIL / best practice mindset) and solid commercial acumen across service agreements, budgeting, forecasting, reporting and profitability, with the ability to influence outcomes and make clear calls when it counts.
• Clear, confident communication style able to translate between customer needs, delivery realities, and business priorities, and bring people with you through change.

What’s on Offer
• A senior leadership opportunity where you can genuinely shape how service delivery is run influencing frameworks, governance, customer experience, and team capability, while still staying close enough to delivery to feel the impact of the work.
• Circa $180k base (guide) and the chance to join a respected NZ-owned consultancy with a strong customer brand, a diverse client base, and a creative, inclusive environment where outcomes matter and people are treated well.

Next Steps?
To keep things simple, we ask that all applications are submitted through this advert. We’ll review applications as they come in and be in touch.

For any questions give Teresa Jordan a call on +64 27 376 4884 and quote Job ID: 18308 for a confidential chat.

To apply for this vacancy, you MUST be a New Zealand citizen, resident, or have already secured the right to work in New Zealand and therefore hold a valid visa.

At the appropriate stage we will request your references, we ask that you do not include them on your CV when applying.

Tribe is a group of specialist teams, each of who truly understand their world, and together they partner to understand yours. Whether you’re looking for your next opportunity or recruiting, we’re all about bringing people together for a shared purpose. Find your people.

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Service Delivery Practice Lead

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