Join Nectar, a New Zealand-owned and operated Managed Security Service Provider & MSP, renowned for our exceptional customer care, innovative solutions, and collaborative team culture, where we empower our people to deliver outstanding service and support that exceeds our clients’ expectations.
The role of Service Delivery Manager at Nectar is all about relationships and delivering on what we promise both to our clients and our team. This role will be filled by someone who screams customer service and relationships; you will be expected to provide the support, leadership, and commitment to Nectar’s clients and team, and strive to improve what we do and how we operate.
As a key member of the Leadership Team at Nectar you will drive operational excellence and deliver a high-performing team that knows what it means to deliver the best service in the industry.

JOB DESCRIPTION:

• Ensure that Nectar and the wider Engineering and Service Desk teams are representing Nectar and Nectar’s values in all interactions, internal and client-facing.
• Maintain professional communication and ensure client issues are engaged/resolved within the expected delivery times outlined in Nectar’s Company policies, serving as the primary escalation point for service delivery concerns.
• Implement ongoing improvement measures and initiatives to increase service efficiency to Nectar clients.
• Ensure that services align to Nectar’s managed service offerings and that the team is delivering on what we promise.
• Ensure adherence to ITIL and Nectar policy alignment with service management and delivery.
• Drive documentation standards and ITglue KB article maintenance across the team.
• Own and refine incident, service request, and change management workflows.
• Take point and command on P1 incidents to ensure that a structured approach and the correct resources are assigned, and SLAs are meet.
• Manage, mentor, and develop the department team leads, ensuring they have the support and backing they need to drive their teams.

In this role you will have the following skills and experience:

• 5+ years of experience in a Service Delivery Manager or equivalent role, preferably in an MSP or IT services environment.
• Strong understanding of service management, managed services & cyber security.
• Proven track record of success in solution development and improvement of systems and processes.
• Excellent communication, presentation, and interpersonal skills.
• Knowledge of ITIL framework and certifications would be preferred.
• Understanding of budgets and forecasting of work and resourcing.
• Proven leadership and management skills, with experience in managing technical teams, delivery of service, and developing a high-performing team.
• Experience with PSA, RMM, and other MSP-specific toolsets.
• Ability to deal directly with the client as an escalation point.
• Calm under pressure with a focus on solutions and outcome, not blame.

• 5+ years of experience in a Service Delivery Manager or equivalent role, preferably in an MSP or IT services environment.
• Strong understanding of service management, managed services & cyber security.
• Proven track record of success in solution development and improvement of systems and processes.
• Excellent communication, presentation, and interpersonal skills.
• Knowledge of ITIL framework and certifications would be preferred.
• Understanding of budgets and forecasting of work and resourcing.
• Proven leadership and management skills, with experience in managing technical teams, delivery of service, and developing a high-performing team.
• Experience with PSA, RMM, and other MSP-specific toolsets.
• Ability to deal directly with the client as an escalation point.
• Calm under pressure with a focus on solutions and outcome, not blame