- Be the "go to" for customers post-implementation
- Support a portfolio of Australian-based clients while keeping work orders, reporting, & delivery humming
- Flexible working & a strong focus on work-life balance
Join Fusion5 as we continue to strengthen our Customer Success and Service Delivery capability.
At Fusion5, we're more than a technology partner — we're Transformation Partners. We help organisations across Australia and New Zealand go beyond with technology across business applications, cloud, AI, and security.
We're looking for a proactive Service Delivery Coordinator to join our Customer Success team in Auckland, Wellington or Christchurch and play a key role in keeping customer delivery on track. This is a customer-facing role that blends coordination, communication, reporting, and light project management — perfect for someone who loves creating order, following through, and building trust with customers and internal teams.
About the Opportunity
You'll work closely with the Service Delivery Managers and wider Customer Success team to support service delivery for your allocated customers. Day to day, you'll help manage customer activity, co-ordinate work orders and smaller projects, and keep customers in the loop with clear updates and reliable follow-through.
You'll also own key admin and reporting rhythms — supporting meetings, invoicing, renewals, and monthly reporting — making sure the details are right and nothing slips through the cracks.
Please note: this role is based in New Zealand and is open to candidates in Auckland, Wellington and Christchurch. It reports into our Australian team. You will be required to work Melbourne business hours (AEST/AEDT) and will be aligned to Australian public holidays.
What You'll Do
This is a varied, high-trust role that combines customer coordination, service delivery support, and operational discipline. You will:
- Support the Service Delivery Manager with delivery outputs across a portfolio of customers
- Manage day-to-day customer activity including BAU support and work orders, keeping communication clear and timely
- Prepare agendas for customer meetings, capture notes and actions, and keep customer records up to date
- Co-ordinate Customer Success work orders and projects, including assigning the right project resources where needed
- Produce monthly and ad-hoc reporting for customers, supporting service reviews and decision-making
- Support PartnerPlus administration — internal/customer support meetings, reporting, invoice accuracy, and managing overrun hours
- Review iHelp issues with customers at least monthly, and follow up escalations to prevent SLA breaches
- Help manage Priority 1 incidents through to resolution (including outside of business hours when required)
- Keep contracts, work orders, and licences well managed — including licence compliance and annual maintenance renewals
- Support good commercial practice by ensuring Work Orders / Change Requests / Statements of Work are signed before work begins
What You'll Bring
We're looking for someone who's calm under pressure, customer-minded, and naturally organised — someone who enjoys being the person others rely on to keep things moving. You'll have:
- Experience in service delivery, customer coordination, or a professional services/customer centre environment
- Confidence managing multiple moving parts — work orders, stakeholders, reporting deadlines, and customer comms
- Strong written communication and a responsive, professional approach (you don't let emails sit)
- High attention to detail, strong organisation skills, and the initiative to jump in and sort things out
- Some project co-ordination or project management experience (formal certification is a bonus, not a must)
- A practical, solutions-focused mindset — you can work through ambiguity and still keep momentum
- A relevant tertiary qualification and/or ITIL Foundation certification is a nice-to-have, but not essential
What's in it for you?
"Go Beyond" isn't a marketing line at Fusion5 — it's the standard we hold ourselves to. It reflects a convergence of solutions, services, and capabilities that enables clients to realise their business vision, with AI as a strategic lever for transformation.
At Fusion5, you'll be supported by people who care. You'll get real autonomy, exposure to a range of customers and scenarios, and the chance to grow your capability across service delivery and project co-ordination. Alongside this, we offer a strong set of values and benefits that reflect how we work and what we stand for. You'll enjoy:
- Flexible working arrangements and a real focus on work-life balance
- A supportive, high-trust culture built on collaboration and shared success
- Birthday leave, volunteer days, and regular team and company events
- Opportunities to develop your delivery, coordination, and commercial capability
- The chance to work alongside talented people who care about delivering outcomes that matter
If you're the kind of person who enjoys working with customers, keeps things moving, and never lets anything fall through the cracks — you'll fit right in at Fusion5. You'll be joining a team that values initiative, clear communication, and truly caring about getting it right for the customer. Apply today.
Apply for this role in Auckland
About Fusion5
Fusion5 provides business solutions that add real commercial value to our customers. Our focus is on making potential reality for our customers, and our people. When it comes to technology, there is no such thing as 'one size fits all'. We ensure our customers are offered a choice when it comes to their technology solutions.
Fusion5 is proud to be a diverse, inclusive, and forward-thinking employer. We understand it’s essential to provide a workplace where our people are engaged, challenged, successful and happy, and we’ve created just that! Along with an extensive range of benefits and core values to be proud of, we’ll ensure you have every opportunity to make your potential, reality.
