Service Delivery Manager – Technical Services ANZ

Lead. Connect. Improve.

Service Delivery Manager – Technical Services ANZ

Lead Technical Services. Strengthen Customer Delivery. Drive Operational Performance.

Location: New Zealand (Auckland) Reports to: Head of Professional Services – Oceania  Function: Technical Services

Are you an experienced technical services leader who knows how to bring people, customers and operations together to deliver outstanding results?

SATO is looking for a commercially minded and customer-focused Service Delivery Manager – Technical Services ANZ to lead and strengthen our Technical Services operations across Australia and New Zealand.

This is an exciting regional leadership opportunity for someone who can combine operational excellence, people leadership, customer engagement and financial performance to deliver consistent, high-quality technical services across two markets.

You will lead the Service Operations Managers in Australia and New Zealand, drive service performance and ensure our technical teams deliver on customer commitments while continuously improving efficiency, productivity and profitability.

What You’ll Be Responsible For

Lead Regional Technical Services

• Oversee technical support, remote support, onsite services, workshop repairs and preventative maintenance across ANZ.
• Drive consistent service delivery standards and ensure customer SLAs and commitments are achieved.
• Manage major customer escalations and critical service incidents through to resolution.

Lead and Develop Teams

• Provide leadership, direction and support to the Service Operations Managers in Australia and New Zealand.
• Build team capability, strengthen accountability and improve resource planning.
• Ensure effective coordination of engineers, service partners, workshops and field service activities.

Drive Customer Experience

• Build strong relationships with strategic customers and key stakeholders.
• Lead service reviews, operational meetings and customer escalations.
• Identify service improvement opportunities and ensure customer feedback translates into action.

Own Service Performance and Financial Outcomes

• Monitor service revenue, labour utilisation, operational costs and profitability.
• Establish and monitor KPIs, SLAs, service backlogs and performance reporting.
• Drive operational efficiency while maintaining service quality and customer satisfaction.

Strengthen Commercial and Operational Governance

• Oversee service contracts, warranties, software licences and customer entitlements for designated key accounts.
• Support contract renewals, service costing and resource forecasting.
• Improve processes, systems and reporting, including practical use of AI and automation.

What We’re Looking For

You will bring a combination of technical services expertise, leadership capability and commercial awareness. Ideally, you will have:

• Demonstrated experience in technical service delivery, IT service management, field service, customer support or a related operational environment.
• Experience leading service teams, operational managers or multi-location operations.
• Strong knowledge of service level agreements, customer escalations and service performance management.
• Experience managing technical projects, deployments or service transitions.
• Financial and commercial capability, including service revenue, cost management, resource utilisation and profitability.
• Strong analytical, reporting and problem-solving skills.
• Excellent communication and stakeholder management skills.
• Experience with ITSM platforms, ERP or Field Service Management systems.
• An interest in using AI and automation to improve operational efficiency.

Why Join SATO?

At SATO, you will have the opportunity to make a meaningful impact across two countries, shape regional service delivery and work with talented technical teams and customers.

You will be part of a business that values innovation, customer commitment, collaboration and continuous improvement, guided by “The Spirit of SATO”.

This role offers the opportunity to influence operational performance, develop people and build a stronger, more consistent Technical Services function across ANZ.

Ready to Make an Impact?

If you are a strong technical services leader who enjoys improving operations, developing teams and delivering outstanding customer outcomes, we would love to hear from you.

Apply now and take the next step in your leadership career with SATO.

SATO is an equal opportunity employer and welcomes applications from suitably qualified candidates.

Benefits

• Employee Assistance Program (EAP)
• Learning and Development Opportunities
• Discounted Health Insurance
• A supportive workplace that values employee wellbeing and career growth.

Our Culture – The Spirit of SATO

At SATO, our culture is built on creativity, professionalism, trust and teamwork. We encourage new ideas, embrace innovation and strive to exceed customer expectations. We believe in doing the right thing, respecting one another and working together towards shared success.

We foster an open, inclusive and collaborative workplace where people are empowered to make a difference, grow professionally and contribute to the success of our customers, colleagues and communities.

At SATO, we believe in creating value together!