Service Delivery Manager

The Company 
Gentrack is a publicly listed software company and provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future.  Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture  
Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

Respect for the planet

Respect for our customers

Respect for each other

We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and the planet. Gentrackers continuously look for a better way and drive quality into everything they do. 
This is a truly exciting time to join Gentrack with a clear growth strategy and a world-class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a people-centric business. 

The Opportunity 
As the Service Delivery Manager, you will be responsible for a portfolio of Gentrack’s Managed Services customers. You will manage and lead teams of analysts who deliver excellent customer service, to contractual SLAs, on behalf of Gentrack’s Managed Service customers.
You will be an expert in the way Gentrack’s Managed Service customers businesses operate and what drives their success. You will leverage your extensive experience working in the service industry to implement creative business solutions, following industry best practice. You and your teams will work with the rest of the global Managed Services organisation that has teams located in Gentrack’s centres in New Zealand, Australia and India. 

The Specifics:

Customer Management

Own and manage a portfolio of Managed Services customers, acting as the primary relationship and escalation point

Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) for the Managed Service segment

Manage customer governance, ensuring reporting is produced accurately and to agreed timescales

Communicate and align with key customer stakeholders to ensure service adds measurable value to their businesses

Proactively identify opportunities to drive more value from the technology stack, presenting recommendations where appropriate

Own customer revenue targets and ensure delivery against budget

Drive customer satisfaction metrics across all Managed Service interactions

Collaborate with CBE’s & CSM’s to ensure a joined-up customer experience

 Assist in preparing commercial proposals, pricing models and costings

Operational Excellence

Accountable for forecasting, planning, execution, monitoring, and risk management across the customer portfolio

Consistently meet or exceed SLA targets within agreed scope, quality, timeframe, and budget

Predict and mitigate risks (quality, timeline, budget) to ensure predictable, high-quality delivery

Drive efficiency and automation across team processes, including RPA and engineering-led solutions

Serve as a subject matter authority on business systems and processes, leading the team through complex or high-Deliver assigned projects and big rocks within agreed timeframes

Ensure customer output targets are met monthly

Leadership

Attract, develop, and retain talent to build and maintain effective teams

Ensure all direct reports have clear objectives set in the system

Provide regular, timely feedback and conduct meaningful performance conversations

Coach individuals to support growth and career progression

Promote a culture of continuous improvement in team processes and practices

Build collaborative relationships across the business — particularly with Engineering and Customer Success

Some important characteristics we are looking for:

Customer-first mindset — You put the customer at the centre of everything you do, building trusted relationships with senior stakeholders and taking ownership of their experience end to end

Commercially aware — You understand that great service and revenue growth go hand in hand, and you take personal accountability for hitting customer revenue targets

Natural leader — You get energy from developing people. You coach, give honest feedback, and create an environment where your team can thrive and exceed their KPIs

Operationally rigorous —You're comfortable owning forecasts, managing risks, and holding yourself and others to delivery commitments

Strong communicator — You can adapt your style whether you're in a QBR with a customer's C-suite or giving feedback to a team member, and you know when to escalate and when to resolve

Data-driven decision maker — You use data to spot problems early, track performance, and make confident calls rather than waiting for issues to surface

Collaborative by nature — You build strong relationships across engineering, customer success, and wider business teams to get things done without friction

Ownership mentality — You don't wait to be told. You take initiative, drive priorities on your customer portfolio, and see problems through to resolution

What we offer in return:

Personal growth – in leadership, commercial acumen, and technical excellence.

To be part of a global, winning high growth organisation – with a career path to match.

A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos.

A competitive reward package that truly awards our top talent.

A chance to make a true impact on society and the planet.

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.