Service Delivery Practice Lead

About the role

Theta is seeking an experienced Service Delivery Practice Lead to own and expand its service delivery capability in Auckland. This senior leadership position combines deep customer delivery expertise with a passion for building high‑performing teams, driving operational excellence and continuous improvement.

Key responsibilities

• Lead a team of Service Delivery Managers and Coordinators, providing coaching, performance management and workload oversight.
• Oversee service performance for key enterprise customers, ensuring governance, SLA compliance and proactive issue resolution.
• Manage customer escalations, influence commercial outcomes and drive profitability of service agreements.
• Collaborate across the business to coordinate resources, transitions and successful service outcomes.
• Shape the future of Theta’s service delivery practice through strategic planning and continuous improvement initiatives.

Required profile

• Significant experience in IT service delivery, including senior‑level Service Delivery Management roles.
• Proven track record of leading and developing people with direct line‑management responsibility.
• Strong customer governance and stakeholder management skills.
• Experience supporting enterprise customers in complex service environments.
• Commercial acumen in budgeting, reporting and profitability of service agreements.

Required skills

• ITIL framework and service management best practices.
• Broad understanding of infrastructure, software and cloud‑based services.