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.