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For Companies At a Glance
- Tasks: Lead teams to deliver exceptional service for global Managed Services customers.
- Company: Gentrack, a leading software company focused on sustainable utilities.
- Benefits: Competitive salary, personal growth opportunities, and a vibrant, collaborative culture.
- Other info: Dynamic environment with a clear growth strategy and excellent career paths.
- Why this job: Join a mission-driven team making a positive impact on society and the planet.
- Qualifications: Experience in customer management and strong leadership skills.
The predicted salary is between 60000 - 80000 ÂŁ per year.
The Company Gentrack is a publicly listed software company that provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.
Our Values and Culture
Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:
- Respect for the planet
- Respect for our customers
- Respect for each other
We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and the planet. Gentrackers continuously look for a better way and drive quality into everything they do. This is a truly exciting time to join Gentrack with a clear growth strategy and a world‑class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a people‑centric business.
The Opportunity
As the Service Delivery Manager, you will be responsible for a portfolio of Gentrack’s Managed Services customers. You will manage and lead teams of analysts who deliver excellent customer service, to contractual SLAs, on behalf of Gentrack’s Managed Service customers. You will be an expert in the way Gentrack’s Managed Service customers businesses operate and what drives their success. You will leverage your extensive experience working in the service industry to implement creative business solutions, following industry best practice. You and your teams will work with the rest of the global Managed Services organisation that has teams located in Gentrack’s centres in New Zealand, Australia and India.
The Specifics
Customer Management
- Own and manage a portfolio of Managed Services customers, acting as the primary relationship and escalation point
- Lead Monthly and Quarterly Business Reviews (MBRs/QBRs) for the Managed Service segment
- Manage customer governance, ensuring reporting is produced accurately and to agreed timescales
- Communicate and align with key customer stakeholders to ensure service adds measurable value to their businesses
- Proactively identify opportunities to drive more value from the technology stack, presenting recommendations where appropriate
- Own customer revenue targets and ensure delivery against budget
- Drive customer satisfaction metrics across all Managed Service interactions
- Collaborate with CBE’s & CSM’s to ensure a joined‑up customer experience
- Assist in preparing commercial proposals, pricing models and costings
Operational Excellence
- Accountable for forecasting, planning, execution, monitoring, and risk management across the customer portfolio
- Consistently meet or exceed SLA targets within agreed scope, quality, timeframe, and budget
- Predict and mitigate risks (quality, timeline, budget) to ensure predictable, high‑quality delivery
- Drive efficiency and automation across team processes, including RPA and engineering‑led solutions
- Serve as a subject matter authority on business systems and processes, leading the team through complex or high‑deliver assigned projects and big rocks within agreed timeframes
- Ensure customer output targets are met monthly
Leadership
- Attract, develop, and retain talent to build and maintain effective teams
- Ensure all direct reports have clear objectives set in the system
- Provide regular, timely feedback and conduct meaningful performance conversations
- Coach individuals to support growth and career progression
- Promote a culture of continuous improvement in team processes and practices
- Build collaborative relationships across the business — particularly with Engineering and Customer Success
Some important characteristics we are looking for
- Customer‑first mindset — You put the customer at the centre of everything you do, building trusted relationships with senior stakeholders and taking ownership of their experience end to end
- Commercially aware — You understand that great service and revenue growth go hand in hand, and you take personal accountability for hitting customer revenue targets
- Natural leader — You get energy from developing people. You coach, give honest feedback, and create an environment where your team can thrive and exceed their KPIs
- Operationally rigorous — You’re comfortable owning forecasts, managing risks, and holding yourself and others to delivery commitments
- Strong communicator — You can adapt your style whether you’re in a QBR with a customer’s C‑suite or giving feedback to a team member, and you know when to elevate and when to resolve
- Data‑driven decision maker — You use data to spot problems early, track performance, and make confident calls rather than waiting for issues to surface
- Collaborative by nature — You build strong relationships across engineering, customer success, and wider business teams to get things done without friction
- Ownership mentality — You don’t wait to be told. You take initiative, drive priorities on your customer portfolio, and see problems through to resolution
What we offer in return
- Personal growth – in leadership, commercial acumen, and technical excellence.
- To be part of a global, winning high growth organisation – with a career path to match.
- A vibrant culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos.
- A competitive reward package that truly awards our top talent.
- A chance to make a true impact on society and the planet.
Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.
Service Delivery Manager employer: Gentrack Ltd (Global)
Contact Detail:
Gentrack Ltd (Global) Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Gentrack on LinkedIn. Ask them about their experiences and any tips they might have for landing the Service Delivery Manager role. Personal connections can give you insights that a job description just can't.
✨Tip Number 2
Prepare for those interviews! Research Gentrack’s values and culture, and think about how your experience aligns with their mission of driving innovation in utilities. Be ready to share specific examples of how you've delivered excellent customer service and led teams to success.
✨Tip Number 3
Show off your data skills! Since being data-driven is key for this role, come prepared with examples of how you've used data to make decisions or improve processes in your previous jobs. This will demonstrate your analytical mindset and operational rigor.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining the Gentrack team and making a positive impact.
We think you need these skills to ace Service Delivery Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Service Delivery Manager role. Highlight your experience in managing customer relationships and delivering excellent service, as these are key aspects of the job.
Showcase Your Leadership Skills: We want to see how you’ve developed and led teams in the past. Share specific examples of how you've coached individuals and fostered a collaborative environment, as this aligns with our values at Gentrack.
Be Data-Driven: Demonstrate your ability to use data in decision-making. Include examples of how you've used metrics to track performance and drive improvements in service delivery, as this is crucial for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity at Gentrack.
How to prepare for a job interview at Gentrack Ltd (Global)
✨Know Your Customers
Before the interview, research Gentrack's Managed Services customers and their industries. Understand their challenges and how Gentrack's solutions can help them. This will show your customer-first mindset and your ability to build trusted relationships.
✨Demonstrate Leadership Skills
Prepare examples of how you've developed and coached teams in the past. Highlight your natural leadership style and how you create an environment where team members thrive. Be ready to discuss how you set clear objectives and provide meaningful feedback.
✨Showcase Operational Excellence
Be prepared to discuss your experience with forecasting, risk management, and meeting SLAs. Use specific examples to illustrate how you've driven efficiency and quality in previous roles, especially in service delivery.
✨Communicate Effectively
Practice adapting your communication style for different audiences. Whether discussing data with a technical team or presenting to C-suite executives, demonstrate your strong communication skills. Prepare to share how you've resolved conflicts or elevated issues in the past.