Service Delivery Manager
Tourism New Zealand
- Fulltime, Permanent
- Based: Auckland
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.
What you will need | Ngā pūkenga mō tēnei tūranga
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.
Sound like you | Māu rānei
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.
