Service Delivery Manager

About the Role

As a Service Delivery Manager at Fusion5, based in Wellington, New Zealand, you will lead service delivery for a select portfolio of large enterprise customers primarily working with Microsoft Dynamics 365 solutions. You will act as the main point of contact post-implementation, ensuring customers receive consistent, high-quality service and measurable value, fostering long-term partnerships. This role involves coordinating delivery execution, managing escalations, and balancing customer satisfaction with operational efficiency and financial outcomes. You will collaborate closely with account managers, Microsoft teams, and delivery personnel to oversee support, projects, and strategic planning, contributing to process improvements and customer reporting.

Key Responsibilities

• Own end-to-end service delivery including day-to-day support, issue escalation, and work order management for enterprise clients.
• Develop and maintain trusted senior-level customer relationships as their main contact post-implementation.
• Conduct regular service and support reviews, onsite visits, and meetings with clear agendas, actionable reporting, and follow-up.
• Develop account plans with account managers, proactively identifying any relationship risks.
• Manage high-priority incidents through resolution, including out-of-hours support, ensuring SLA compliance.
• Oversee projects and work orders, managing scope, budgeting, resource allocation, risk, timelines, and assign appropriate project managers.
• Provide programme management and strategic advice to key customers.
• Ensure adherence to Fusion5's project management frameworks and governance practices.
• Manage PartnerPlus agreements including reporting, invoicing, monitoring overrun hours, and driving value realization.
• Handle license compliance and annual maintenance renewals for Microsoft and Fusion5 solutions.
• Ensure all work orders, change requests, and statements of work are approved prior to commencement, negotiating equitable commercial outcomes.
• Support revenue growth through change requests, additional software sales, and opportunities in PartnerPlus and Cloud5.

Required Skills and Experience

• Demonstrated experience with Microsoft Dynamics 365 solutions, preferably within a Microsoft partner or large enterprise setting.
• Strong familiarity with Dynamics 365 Finance & Operations; experience with Business Central or other Microsoft ERP platforms is valued.
• Proven track record managing service delivery for multiple enterprise customers.
• Background in managed services or technology support environments within professional services or technology delivery sectors.
• Experienced in project management with responsibility for costs, budgets, and change controls.
• Commercially savvy with knowledge of contracts, statements of work, risk management, and margin control.
• Competent in SLA adherence, KPI tracking, service reporting, and license/renewals administration.
• Exceptional communication skills, able to engage stakeholders at various levels including both technical and non-technical audiences.
• Calm and organized approach to handling priorities, escalations, and decision-making under pressure.
• Tertiary qualification in business, technology, or a related discipline preferred.
• Professional certifications such as PRINCE2, PMP, or ITIL are highly regarded.

Additional Information

Fusion5 promotes a people-first culture that supports flexible hybrid working arrangements emphasizing work-life balance. Employees benefit from birthday leave, volunteer days, and frequent team/company events. The company fosters a collaborative and inclusive environment where individual contributions are recognized with opportunities for personal and professional growth, especially in delivery, commercial, and leadership skills. Fusion5 values diverse experiences and encourages applicants to apply even if they do not meet every requirement. This role is based onsite in Wellington but offers hybrid flexibility.