- Lead service delivery that builds trust, value, and long‑term customer success
- Thrive in a people‑first culture where you're empowered to make things happen
- Flexible working and 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. Our Service Delivery Managers plays a critical role in this journey, ensuring customers receive consistent, high‑quality service and real value long after implementation.
We're continuing to invest in and expand our Service Delivery capability and are looking for an experienced Service Delivery Manager to support our growing team in Australia. This is a customer-facing role where you'll take ownership of service delivery across a portfolio of customers, acting as their trusted point of contact while ensuring operational excellence, strong relationships, and sustainable commercial outcomes.
Important Note: this role is based in New Zealand and is open to candidates in Auckland and Wellington. 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.
About the Opportunity
This role sits within a team of Service Delivery Managers who support one another, collaborate on complex challenges, and collectively own customer success. You'll be accountable for the operational health of your customer portfolio, acting as the voice of the customer within Fusion5 to ensure issues are managed effectively, commitments are met, and services deliver on agreed outcomes.
You'll work closely with Account Managers, pillar teams, and delivery resources to coordinate Managed IT services, BAU support, work orders, and projects - bringing people together to deliver great outcomes, without direct people management responsibility.
This role is ideal for someone who thrives in complex, managed services environments and brings experience from a Managed IT background. You'll have a strong understanding of ITIL-aligned service delivery and be comfortable operating within structured service frameworks.
What You'll Do
This is a broad, high‑impact role combining customer management, delivery oversight, and commercial accountability. You will:
- Own day‑to‑day service delivery for assigned customers, including BAU support, escalations, and work orders
- Act as the primary point of contact for customers post‑implementation, building trusted, long‑term relationships
- Conduct regular customer service reviews and onsite meetings, with clear agendas, actions, and follow‑through
- Proactively drive account plans in partnership with Account Managers
- Manage customer escalations, including Priority 1 incidents, through to resolution
- Manage and coordinate delivery of projects and work orders, ensuring scope, budget, timelines, and quality standards are met
- Ensure service delivery aligns with Fusion5's delivery frameworks and governance standards
- Oversee PartnerPlus agreements, renewals, reporting, invoicing, and value realisation
- Identify opportunities to improve service quality, processes, and commercial outcomes
- Contribute to revenue growth through change requests, additional services, and solution opportunities.
What You'll Bring
We're looking for a confident, customer‑focused delivery professional who understands both service excellence and commercial outcomes. You'll have:
- Proven experience managing service delivery across multiple customer engagements in professional services, managed services, or technology delivery environments
- Strong experience operating within ITIL‑aligned service environments, with a solid understanding of service management best practice
- Exposure to, or experience supporting, ERP platforms, ideally within complex enterprise customer landscapes
- A proven track record as a key customer contact for delivery performance, issue resolution, and ongoing service outcomes
- Strong commercial acumen, including experience managing contracts, budgets, and delivery margins
- Hands‑on experience with SLAs, KPIs, service reporting, and continuous improvement initiatives
- Excellent communication skills, with the ability to engage confidently with both technical and non‑technical stakeholders
- A calm, structured approach to prioritisation, escalation, and decision‑making
- A tertiary qualification in business, technology, or a related discipline (preferred)
- ITIL, PMP, Agile, or similar certifications (desirable 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 have the autonomy to shape a practice, the backing of an established trans Tasman organisation, and the opportunity to work alongside people who genuinely care about outcomes - not just output. We're proud to be a diverse, inclusive and forward thinking employer, and we're committed to creating a workplace where our people feel engaged, challenged, supported and successful. 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 genuine 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 leadership, delivery, and commercial capability
- The chance to work alongside passionate, talented people who care about delivering outcomes that matter
If you're a Service Delivery Manager who enjoys owning customer outcomes, leading through complexity, and building trusted partnerships, you'll find a great home at Fusion5. Join Fusion5 and help deliver service experiences that go beyond - apply today.
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.
