General Manager - Service Delivery
Palmerston North
Full time
Delivery. Accountability. Client Outcomes.
At Yorb, we help organisations design business‑led technology strategies that enable growth, resilience, and long‑term success. Technology isn’t the goal — delivering reliable, meaningful business outcomes is.
As we continue to grow, we’re looking for a General Manager – Service Delivery to lead the disciplined delivery of services across our existing client base. This is a senior leadership role, focused on ensuring our clients experience consistency, reliability, and trust — because we do what we say we will.
This role is not about strategy decks or relationship management alone. It’s about owning delivery, enforcing standards, and ensuring follow‑through, so client experience is earned through execution.
The Opportunity
As GM Service Delivery, you own the end‑to‑end delivery of services to Yorb’s existing clients, including Client Success, the Operations Centre, Advanced Support, and Client Engagement.
You’ll be accountable for:
Predictable service performance
Strong operating rhythms and clear ownership
Proactive identification and resolution of delivery risk
Translating client commitments into reliable delivery outcomes
Account Managers report into this role. Your focus is ensuring that client insights, pipelines, renewals, and commitments translate into clear delivery priorities and actions — closing the loop between client engagement and service execution.
You will work closely with the COO / Integrator and Senior Leadership Team, bringing calm, structure, and discipline to service delivery and ensuring our teams are set up to succeed.
What Success Looks Like
Consistent, reliable service delivery that underpins a strong end‑to‑end client experience
Predictable SLA performance, CSAT/NPS results, and high client retention
Clear ownership, rhythm, and accountability across service and client engagement teams
Service issues and misses addressed early, owned properly, and prevented from recurring
Reduced operational noise and cost‑to‑serve through standardisation and disciplined execution
Confident leaders who deliver on commitments and build trust with clients over time
About You
You’re an experienced service delivery leader who leads leaders, not from the tools. You value clarity, discipline, and follow‑through, and you’re comfortable holding standards — calmly and directly.
You bring:
6-10 years’ experience in MSP, IT operations, or complex service environments, with accountability across multiple teams or functions
Proven experience leading end‑to‑end service delivery for an existing client base, spanning service delivery, client success, and operational performance
Strong experience leading and holding leaders accountable, building capability and embedding a culture of ownership
Demonstrated accountability for service outcomes and client health, including SLAs, CSAT/NPS, retention, and churn indicators
A clear intolerance for unmanaged delivery risk, underperformance, or repeated service failure
Experience overseeing Operations Centre functions (Support, NOC/SOC, Automation), including incident, escalation, and change governance
Strong commercial and financial acumen, with accountability for delivery targets and forecasting, and the confidence to challenge assumptions and protect delivery performance and profitability
Comfort using service metrics, dashboards, and performance rhythms to drive action and improvement
Experience working within structured operating models (e.g. EOS or similar) using clear ownership, scorecards, and planning rhythms
Exposure to security frameworks and audit obligations (e.g. ISO 27001, Essential Eight) is advantageous
That's Awesome
Passion drives excellence.
Do We Care? Absolutely!
We care about our clients, our team, and our impact.
We is Bigger than Me
Collaboration is our superpower.
Have Courage Every Day
Be bold, be your best self.
About Yorb
For over 30 years, Yorb has helped businesses achieve more through innovative, business-driven technology solutions. We’re not just about tech—we’re about empowering people, building strong relationships and creating real impact for our clients and communities.
Why Work for Yorb?
At Yorb, our values guide how we work, support each other, and deliver for our clients:
Just like you, we’re committed to continuous improvement and recognise that our people are key to our success. You’ll be supported to grow, learn, and develop your skills while being part of a team that genuinely cares.