Service Delivery Manager

What is the purpose of the Service Delivery Manager role?

The Service Delivery Manager (SDM) is a critical liaison between Mosaiq's engineering and delivery teams and customer-facing teams, Customer Success (CS) and Sales.

This role makes sure the customer-facing team's queries and expectations are understood and prioritised correctly on the technical side, and that key information, technical progress and any constraints are explained in a way CS and Sales can use with confidence.

Day-to-day it triages incident management and service delivery from within the technical team, translating in both directions so sales prospects and existing customers have timely and useful information (through our customer-facing team) about how Mosaiq is working to help them.  

• The SDM reports to the Head of Product

• The SDM has no direct reports

• Key relationships include Customer Success, Sales, Product teams, technical delivery and occasionally external partners and customers

• Based in Wellington, NZ (with responsibility for real-time comms with UK team requiring early or late work hours to cross over UKT/NZT)

What the Service Delivery Manager does

• Acts as the primary technical liaison for CS and Sales, translating customer-reported issues, questions and needs into clear technical requirements and priorities for the delivery team

• Translates technical delivery status, constraints and incident updates into plain-English updates CS and Sales can pass on to customers with confidence

• Coordinates incident management practice including triage, escalation, communication and resolution through proactive and internal coordination and communication

• Acts as the escalation point for major or high-impact incidents, coordinating technical resources and feeding clear, timely updates to CS for onward customer communication

• Owns operational service performance, including operational KPIs, and reports these in terms CS and Sales can use in their own customer conversations

• Builds and maintains a working rhythm with UK-based CS that accounts for the time difference, so urgent customer issues reach the technical team promptly regardless of NZ office hours

• Works with Sales on pre-sales technical questions as required, helping scope what's feasible and translating this into terms Sales can use with prospects

• Proactively identifies risks, trends and systemic issues from patterns in what comes through CS and Sales, and drives continuous improvement

• Maintains and evolves service operations documentation and process, so translation between technical and customer-facing teams stays consistent as Snapper scales

• Produces monthly Operations reports capturing platform outages, changes, trends, milestones, and other metrics and KPIs

What will help you succeed in this role

• Proven experience in a service delivery or technical account role, ideally sitting between engineering and a customer-facing team rather than fronting the customer directly

• Strong understanding of service management, incident management and SLA-driven operations

• A genuine translator's instinct — equally comfortable in a technical stand-up and a customer success conversation, without losing accuracy in either direction

• Ability and desire to learn Mosaiq's technical landscape, language, and tooling in depth

• Comfortable working async and across time zones, with the discipline to protect your own time outside the agreed UK-overlap window

• Calm, structured decision-making whether in day-to-day prioritisation or high-pressure incidents. Open listening, understanding, and clear, confident communication are key capabilities here

• Experience developing and maintaining operational processes, documentation and reporting

What success looks like

CS and Sales trust you as the clearest route into technical delivery, customer needs arrive at engineering already well-translated and prioritised

Technical updates reach CS in language that helps with customer conversations, and answer questions proactively

Incidents are triaged, escalated and resolved within agreed timeframes, with the right people informed at the right time, with NZ/UK time differences factored in

The technical team understands what CS and Sales need, and the CS and Sales team understand what's realistic, where priorities lie, and have confidence in the information they are receiving

Risks and systemic issues are spotted early from patterns in what customers raise, and turned into practical improvements.

We have a sustainable rhythm of communicating between teams in different timezones, and our global team provides an advantage through it