{"id":3856530,"url":"https://alion.io/job/jade-software-service-delivery-manager","title":"Service Delivery Manager","company":{"id":50170,"name":"Jade Software","domain":"jadeworld.com","url":"https://alion.io/company/jade-software","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Christchurch, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false}],"status":"live","first_seen_at":"2026-11-06T06:40:41Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T09:26:17Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Service Delivery Manager\nJade has been solving complex, real-world problems with technology since 1978. Today, our software is used across more than 25 industries and 70 countries, helping organisations combat financial crime, manage global dairy supply chains and run the critical business operations they rely on every day.\nOur portfolio includes ThirdEye, our financial crime prevention platform; MADCAP, which supports dairy supply chains around the world; and enterprise software designed to handle complex business challenges. Much of this is underpinned by the Jade Platform, our own development and runtime environment, which powers our products and software used by organisations globally.\nWe’re proud of what we’ve built, but we’re not standing still. Jade is investing in our products, technology and people, and looking for better ways to create value for our customers around the world.\nAbout the Role\nAs a Service Delivery Manager, you’ll own the service relationship and outcomes for a portfolio of Jade’s Managed Services customers. You’ll bring together customer needs, contractual commitments and the teams delivering our services, making sure customers have confidence in how their services are performing and where we can make them better.\nYou’ll be the customer-facing owner of service performance, providing clear visibility of service health, risks, priorities and improvement opportunities. Working across operational, technical and commercial teams, you’ll help turn service insights into action, resolve issues at the right level and keep everyone aligned around great customer outcomes.\nThis is a role for someone who enjoys building strong customer partnerships and continually looking for smarter ways to deliver services. As a Service Delivery Manager, you’ll be a trusted link between our customers and our teams, using automation, data and AI-enabled tools to simplify how we work and improve how we deliver.\nIn this role, you’ll\nOwn service governance and performance across a portfolio of Managed Services customers.\nBuild trusted relationships and understand each customer’s business, priorities and desired service outcomes.\nMonitor service health, SLAs, risks and customer experience, turning insights into clear actions.\nLead customer service reviews with meaningful reporting, clear ownership and agreed priorities.\nCoordinate significant service issues, risks and escalations across technical and operational teams.\nIdentify recurring issues and drive practical, sustainable service improvements.\nBring teams together around customer priorities, dependencies and service outcomes.\nLook for smarter ways to simplify, standardise and automate service-management activities and reporting.\nWork alongside commercial relationship owners on service planning, governance and opportunities requiring changes in scope.\nKeep customers informed and confident through clear, proactive communication\nAbout You\nA confident service professional, you understand that great service delivery is about more than meeting an SLA. You know how to build credibility with customers, bring different teams together and keep people focused on the outcomes that matter.\nYou’re comfortable working with service data, risks, incidents and competing priorities, and you know how to translate the detail into a clear story for customers and stakeholders. You’ll bring curiosity and an improvement mindset, challenging inefficient ways of working and identifying opportunities to use technology, automation and AI to make service delivery simpler and more effective.\nYou’ll also bring\n3+ years’ experience in IT service delivery, managed services, service management or a similar customer-facing technology environment.\nExperience managing customer service outcomes, SLAs, risks and escalations.\nStrong customer relationship, communication and stakeholder-management skills.\nConfidence coordinating across technical teams while keeping ownership and priorities clear.\nAn analytical mindset and the ability to turn service data into meaningful insights and actions.\nStrong organisation and prioritisation skills across multiple customers and competing demands.\nExperience improving service processes through simplification, standardisation, automation or digital tools.\nClear, concise written communication and the ability to produce customer and executive-ready reporting.\nRelevant IT service management experience or qualifications.\nEven better if you have ITIL 4 Foundation or similar service-management training, have managed a portfolio of Managed Services customers, or are familiar with ITSM platforms, service dashboards, workflow automation and AI-enabled productivity tools.\nWhy Jade?\nJade Software is one of New Zealand’s most established and respected technology companies, with a global footprint and a reputation for solving complex problems through innovation. We deliver world-class products, platforms and data-driven solutions that create meaningful impact for our customers.\nOur culture is built on being Customer Led, Audacious Together and Dependable by Default. These operating principles guide how we work together, make decisions and deliver value for our customers. We focus on creating meaningful outcomes for our customers, work as one team to challenge what’s possible and take ownership of delivering on our commitments. Together, we build trust, drive impact and create value that matters.\nWe have an office-first approach designed to support collaboration and connection, alongside flexibility that helps our people do their best work.\nWe offer a comprehensive benefits package, including:\nHealth, life and income protection insurance\nEnhanced parental leave\nDedicated time to connect with your community\nOngoing development and growth opportunities\nA supportive, flexible environment where you can thrive\nAt Jade, diversity of thought and experience makes us stronger. We welcome applications from people of all backgrounds and are committed to creating an inclusive workplace where everyone can thrive.\nReady to Make an Impact?\nIf you’re an experienced Service Delivery Manager who wants to build trusted customer partnerships, drive service improvements and make a real impact on how services are delivered, we’d love to hear from you.\nTo view a Position Description for this opportunity, HERE or check out the role on our Careers Page\nOur Jade Candidate Privacy Policy can be viewed on our Careers Page or click here","description_format":"text","description_chars":6458,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Parental leave"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Mobile App Development Services","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-11-06T06:40:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":1,"expected_fill_days":28,"reasons":["conf:0","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/jade-software-service-delivery-manager","json_url":"https://alion.io/job/jade-software-service-delivery-manager.json","meta":{"generated_at":"2026-11-08T11:17:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":24267,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50170},"rest":"https://alion.io/mcp/rest/get_company?id=50170"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjade-software-service-delivery-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjade-software-service-delivery-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjade-software-service-delivery-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/jade-software-service-delivery-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjade-software-service-delivery-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3856530}},{"tool":"search_jobs","arguments":{"company":"jadeworld.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3856530},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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