Hybrid Service Delivery Manager

at Snapper

• Job title: Service Delivery Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Wellington, New Zealand

About the role

• Service Delivery Manager leading operational services for Snapper’s public transport scheme. Ensuring service delivery, incident management and customer relationships are prioritized and effective.

Responsibilities

• Provides leadership and direction across incident management, service monitoring and operational service delivery.
• Manages and coaches the Service Operations team, setting clear expectations and supporting professional growth.
• Owns operational service performance, including adherence to Service Level Agreements (SLAs) and operational KPIs.
• Ensures effective incident management practices are in place, including triage, escalation, communication and resolution.
• Acts as the escalation point for major or high‑impact incidents, coordinating resources and communications across internal teams and external partners.
• Maintains a strong understanding of contractual obligations and ensuring operational practices align with these commitments.
• Works closely with technical, operations and customer care teams to ensure day‑to‑day service issues are resolved efficiently.
• Proactively identifies risks, trends and systemic issues, and driving continuous improvement initiatives.
• Ensures clear, timely and consistent communication with internal stakeholders and customers during incidents and operational events.
• Oversees operational reporting, ensuring insights are accurate, meaningful and drive action.
• Maintains and evolves service operations documentation, frameworks and processes to support scale and consistency.

Requirements

• Proven experience leading operational or service delivery teams in a technology‑enabled or service‑based environment.
• Strong understanding of service management, incident management and SLA‑driven operations.
• Experience managing customer and partner relationships, ideally in a B2B context.
• Ability to translate between technical teams and customer or business stakeholders with confidence.
• Ability and desire to learn the technical landscape, language and tools used by Snapper and our customers and users
• Strong organisational skills, with a focus on follow‑through, accountability and continuous improvement.
• Calm, structured decision‑making in fast‑paced or high‑pressure environments.
• Empathy for customers and team members, paired with clear and confident communication.
• Experience developing and maintaining operational processes, documentation and reporting.
• A collaborative mindset and the ability to work effectively across multiple teams and disciplines

Benefits

• Professional development opportunities
• Flexible work arrangements