Service Delivery Manager

What is the purpose of the Service Delivery Manager role?

The Service Delivery Manager is accountable for the consistent, high-quality delivery of Snapper’s Wellington public transport scheme operational services. This role provides leadership across service operations, incident management and day-to-day service delivery, ensuring Snapper meets its service level commitments and continues to build trusted, long-term customer relationships.

As a people leader, the Service Delivery Manager leads and develops the Service Delivery team and related service operations capability, including Customer Care and contact centre. You create clarity, structure and rhythm across service delivery, enabling the team to anticipate issues, respond effectively when things go wrong, and continuously improve how Snapper delivers service to it’s Wellington public transport stakeholders and users.

• This role reports to the Head of Technology and Operations.
• This role has up to six direct reports
• Key relationships include Operations, SRE, Product, Customer Care teams, and external partners and customers
• Based in Wellington, NZ

What does the Service Delivery Manager do?

As the Service Delivery Manager you are responsible for leading service operations and ensuring Snapper reliably meets contractual and customer expectations. Specifically, that involves:

Providing leadership and direction across incident management, service monitoring and operational service delivery.

Managing and coaching the Service Operations team, setting clear expectations and supporting professional growth.

Owning operational service performance, including adherence to Service Level Agreements (SLAs) and operational KPIs.

Ensuring effective incident management practices are in place, including triage, escalation, communication and resolution.

Acting as the escalation point for major or high-impact incidents, coordinating resources and communications across internal teams and external partners.

Maintaining a strong understanding of contractual obligations and ensuring operational practices align with these commitments.

Working closely with technical, operations and customer care teams to ensure day-to-day service issues are resolved efficiently.

Proactively identifying risks, trends and systemic issues, and driving continuous improvement initiatives.

Ensuring clear, timely and consistent communication with internal stakeholders and customers during incidents and operational events.

Overseeing operational reporting, ensuring insights are accurate, meaningful and drive action.

Maintaining and evolving service operations documentation, frameworks and processes to support scale and consistency.

What will help you to be successful in this role? ​

• 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

We want you to do well, and it looks like this: ​

You are a steady and informed presence day-to-day, getting ahead of issues and ensuring our practice is designed and focused on quality and consistent service delivery. With your guidance, problems are understood, escalated appropriately, and handled within agreed timeframes. You help us keep our promises.

You create stability and confidence in Snapper’s service operations. Through clear leadership and strong operational discipline, the team knows what good looks like and how to deliver it.

You build a culture of proactive service management. Issues are identified early, risks are understood, and problems are addressed before they escalate.

When incidents do occur, you are calm and decisive. You ensure the right people are engaged, information flows clearly, and resolution is handled efficiently and professionally.

You hold a strong understanding of Snapper’s service commitments. Your focus on SLAs and operational metrics keeps the organisation accountable and transparent.

You invest in and advocate for your people. The Service Delivery team is supported, developed and empowered to do their best work.

You continuously improve how we operate. Insights from incidents and reporting are turned into practical changes that strengthen reliability and customer trust.

You help grow Snapper’s reputation. Through consistent delivery, clear communication and thoughtful leadership, customers and partners trust Snapper to deliver.

Our expectations and values at Snapper

We reflect on five core values in our work and interactions at Snapper.

Being Resilient. Using a positive mindset to handle change

Acting with Integrity. Being open and honest with each other. Fostering a safe space for the sharing of our thoughts and ideas.

An Innovative outlook. Looking at problems through as many lenses as we can. Applying it to people, processes, personal development, etc; not just code. We expect this as individuals and collectively.

Collaborating. Anything of value happens through a team. No one person has all of the skills to solve our customers' problems. We’re inclusive and open to all voices.

Building Excellence. Not to be confused with perfection. Making sure measures are clear and fit for purpose. And celebrating it as we go.

Bring your unique self

To be excellent in our Snapper team we want your unique style and contribution, and your own version of these attributes/mindset …

Excellent communicator able to navigate technical and business worlds with confidence.

Approachable and open-minded role model who encourages engagement in your peers and works closely with Snapper staff of all roles and technical abilities.

Practical and pragmatic approach to security guidance with a focus on finding safe ways to do things rather than reasons not to.

Ability to work autonomously, make decisions and structure your own work approaches.

A positive mindset and ability to see the opportunity in adversity.