Service Delivery Manager

Qualmark is New Zealand tourism's official quality assurance organisation and is 100% owned by Tourism New Zealand. When a business displays the Qualmark logo you can be assured that it has met global quality and sustainable tourism business standards. What will you be doing | Ngā whainga We're looking for a Service delivery Manager to lead our team of Qualmark Specialists and ensure that our highly valued quality assurance assessments are delivered with consistency, high quality and care. This is a leadership role where you'll balance people leadership, operational excellence, relationship management and continuous improvement. You will: Lead and support a team of Qualmark Specialists to deliver high-quality assessments and a positive member experience Oversee the day-to-day service delivery of assessments, including workflow, scheduling and reporting Build strong relationships with Qualmark members and sector stakeholders, ensuring Qualmark is seen as a trusted and valued partner Support consistency and quality through moderation, coaching, onboarding and capability development Contribute to service improvement by refining processes, systems and ways of working Monitor service delivery performance, commercial outcomes and operational efficiency Champion the effective and responsible use of AI, embedding practical tools and ways of working to lift productivity, capability and impact. This role also includes some domestic travel and hands-on involvement in delivering assessments. We're looking for someone with: Proven experience in a service delivery leadership role, ideally managing a customer portfolio or service operation Strong people leadership skills, with the ability to coach, motivate and build team capability. Experience in B2B service sector Knowledge of the New Zealand tourism industry. Excellent relationship management skills and the ability to build trust with members and stakeholders. Commercial acumen and experience balancing service quality with business performance. Solid understanding of Health and Safety practices. Strong planning, organisation and reporting capability. A practical understanding of digital and AI tools and a willingness build capability in this area and apply this in the role. With the ability to travel domestically when needed. At Qualmark, you'll be part of a team that supports tourism businesses to lift quality, strengthen sustainability and deliver exceptional visitor experiences. This is an opportunity to make a meaningful contribution to New Zealand tourism while leading a capable and committed team. If you're an experienced service delivery leader who enjoys building high-performing teams, improving systems and creating value for customers, this could be a great next opportunity. How to Apply | Me pēhea te tuku tono To apply, please send us your resume and covering letter. For tracking and evaluation purposes, all applications must be submitted on-line through the Tourism New Zealand careers website. #J-18808-Ljbffr