Title: Service Delivery Manager
He aha ai tātou – Why us?
At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.
Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.
Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.
Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.
Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.
“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”
Ko tō tūranga – your role
As Service Delivery Manager, you will play a key role in building trusted customer relationships and ensuring One NZ’s services are delivered reliably, consistently, and in line with contracted expectations. Working closely with the customer, internal teams, and third-party partners, you will own the service relationship, act as the key point of contact, and help keep everyone aligned to deliver strong service outcomes and continuous improvement.
This role includes regular onsite presence with the customer, giving you the opportunity to work closely in their environment, strengthen relationships, and respond quickly to service needs and opportunities. You will also support incident and event management, including on-call involvement as required, bringing a calm, practical approach to resolving issues and protecting service performance.
Ko tō mahi – what you’ll do
- Build strong customer and internal relationships to act as the trusted first point of contact for service delivery
- Represent One NZ onsite with the customer, identifying opportunities to improve service and strengthen the relationship
- Lead escalation management and service governance, ensuring issues are resolved quickly and barriers are removed
- Coordinate across One NZ, the customer, and third-party providers to keep service delivery aligned and effective
- Lead incident and event response with a calm, pragmatic approach, including 24/7 support where required
- Drive continuous improvement across service performance, identifying and lifting underperforming areas
Na tōu rourou - what you’ll bring
- Strong stakeholder engagement skills, with the ability to facilitate, collaborate, and influence across large organisations
- Confident communicator, with experience presenting clearly and professionally to a range of audiences
- Proven ability to drive continuous improvement and lift performance in a service delivery environment
- Resilient and composed under pressure, with the ability to stay calm and help others do the same
- Strong relationship-building skills, with experience working effectively with vendors and partners
- Experience leading end-to-end service delivery outcomes and supporting reliable service performance
- A proactive, solutions-focused mindset with the ability to take ownership and get things done
Nā mātou te rourou – what you’ll get
- One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments.
- A fully subsidised Southern Cross health insurance cover for you and your family.
- Lifestyle leave, giving you the option to purchase an extra week or two of annual leave.
- Discounts on One New Zealand products, services and much more!
We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.
#LI-ED1