Service Delivery Practice Lead

We are a highly regarded, New Zealand-owned technology consulting company that offers a creative and stimulating work environment and values and respects inclusivity and diversity. We’re proud of our strong reputation and diverse client base, built on consistently delivering high-quality, outcome-focused technology services that make a real difference for our customers. About this role | Mō tēnei tūranga mahi We are looking for an experienced Service Delivery Practice Lead in Auckland to take ownership of and continue growing our service delivery capability. This is a senior leadership opportunity for an accomplished Service Delivery professional who combines exceptional customer delivery expertise with a passion for leading and developing high-performing teams. You’ll lead a team of Service Delivery Managers and Coordinators, oversee service performance across key customers, and play a pivotal role in shaping the future of Theta’s service delivery practice. As the Service Delivery Practice Lead, you will inspire and lead the service delivery team to achieve outstanding customer outcomes through strong governance, operational excellence, and a focus on continuous improvement. This role will suit someone who thrives operating at both a strategic and hands-on level — a leader who can confidently manage customer governance, navigate escalations, influence commercial outcomes, and provide clear, supportive leadership to their team. Collaboration across the business is key to coordinate resources, transitions and successful service outcomes A key part of this role is people leadership, with direct reporting line responsibility. This includes coaching, development, performance management, workload oversight, and actively supporting the ongoing growth and success of the team Skills and experience | Ngā pūkenga me ngā wheako Significant experience in IT service delivery, including senior-level Service Delivery Management roles Proven success leading and developing people, with direct line management responsibility Strong customer governance experience and stakeholder management skills Experience supporting enterprise customers within complex service environments Strong working knowledge of ITIL and service management best practice Broad understanding of infrastructure, software and cloud-based services Strong commercial acumen in Service Agreements, including budgeting, reporting and profitability Excellent communication, leadership and relationship building skills A pragmatic, improvement-focused mindset with a passion for driving continuous improvement and leading change About Theta We have 30 years of experience as a New Zealand-owned technology consultancy. We take pride in our multicultural and diverse team of circa 280 skilled professionals. Our offices are in Auckland, Tauranga, Wellington, and Christchurch. Working with clients in both the public and private sectors, we strive to deliver innovative solutions and enable smarter outcomes. Our company attracts some of the brightest minds in the industry, as we foster a culture of excellence and continuous learning. Our values are: Our people are our greatest asset. We conduct business ethically. Invention, imagination and creativity are the foundation for growth. We work with positive energy, enjoyment, humour and work/life balance. Excellence is our passion and we deliver what we promise – or more! We strive to take a pragmatic approach to all of our activities We value and appreciate our natural environment and seek to play our part to maintain it! Benefits of working at Theta | Ngā hua ka puta i te mahi ki Theta Theta offers a family friendly work environment with flexible work hours where practical; especially relevant for caregivers. We embrace gender equality and are committed to providing a supportive, diverse and inclusive work environment. Theta is committed to giving back to the community and are avid supporters of Cure Kids. We compete in various adventure races and do many other things to raise money for Cure Kids. And we make time for the fun things in life! We currently provide the following benefits to ensure your professional development and personal wellbeing: Professional growth and learning opportunities A competitive salary (commensurate with experience) Hybrid working model – from a minimum of 2 days in the office Fully subsidised medical insurance for employees Heavily discounted medical insurance for immediate family of employees Enhanced parental leave payment – salary top-ups plus return-to-work incentive Volunteer days Internal Referral Incentive Staff Assistance Programme Annual Flu injections Sick leave from your first day on board Remote working options where practical and mutually agreed Daily fresh fruit basket, coffee machine, wide selection of teas and biscuits in all of our offices. We are also an accredited employer with INZ Please note , all potential employees will be required to consent to a Ministry of Justice and Credit check . We are only accepting applications from those already residing in NZ with the relevant visas.