Operations & Service Delivery Manager

Crossfire is an expert integration platform, seamlessly connecting data and automating processes across our customers’ internal and external ecosystems. Crossfire is a part of Sandfield, a NZ software company with a team of over 170. We're a Kiwi-owned company that's been around since 1989. Our work facilitates high-performance supply chains for Mainfreight, Qube, HW Richardson, and Booths and keeps millions of orders and data points flowing for Foodstuffs. It also manages business finances for Team Global Express and Green Acres, helps fill seats on the Interislander for KiwiRail, looks after security services for First Security, and books parking spaces through ParkMate—plus so much more.

We are continuing to grow with ambitious plans, and are now looking for an Operations and Service Delivery Manager to help us support those plans. This is a new senior role within the team, where you will be central to ensuring the smooth, high-quality, and client-focused delivery of services within Crossfire. You'll drive operational excellence, oversee project success, and champion customer satisfaction, all while contributing to Crossfire’s growth and financial success.

This is an exciting opportunity to join a highly successful team and work closely with the Head of Crossfire. To be successful, you will have worked in an operational role within a technology business, ideally delivering Software solutions, where you made a tangible difference in driving operational excellence. Key to this role is your excellent organisational and planning skills, with a focus on continual process improvement, and a customer-centric approach to providing technology solutions.

Requirements

You will be responsible for:

• Maintaining a high-level awareness of all ongoing projects (including internal product development), tracking their status, identifying potential risks, and ensuring they are progressing towards successful delivery.
• Maintaining consistent and proactive communication with key customers to ensure strong and healthy relationships. Act as a primary escalation point for significant service-related concerns.
• Preparing governance reports and leading governance meetings with customers.

• Keeping all internal and external stakeholders (clients, leadership, development teams) informed and up-to-date on project statuses, key milestones, and any critical issues.

• Ensuring that all customer inquiries, feedback, and support requests are addressed and resolved in a timely and professional manner.
• Proactively managing client expectations regarding service capabilities, timelines, and scope, especially when changes or challenges arise.

• Championing the adoption of robust processes, risk mitigation strategies, and quality standards.
• Ensuring established processes and standards are consistently followed by all team members to maintain expected quality.
• Implementing strategic initiatives.

Benefits

You will enjoy:

• Joining a Purpose-Driven Team: Crossfire is passionate about making technology work seamlessly, optimising business processes, and enabling digital transformation for clients.
• A Supportive Team: Our collaborative culture is at the centre of everything we do at Sandfield, and it makes it a pretty special place to work. We know this because people also don’t tend to leave—the average length of stay is more than five years.
• Culture of Continuous Improvement: Work in an environment that actively seeks to refine processes and standards, fostering innovation and efficiency.
• Influence & Contribute: Have the opportunity to influence critical aspects of service delivery, from process design to providing direct feedback to product teams.
• Have some Fun: We have regular social events, Fun Food Evenings, and a well stocked fridge.

Enjoy the freedom and opportunity of working with a small independent team, with the security of a large organisation. Our shared offices are located in the heart of Ponsonby with stunning views and all the amazing cafes/eateries in the area.

You can check out more about Sandfield and what it’s like working for us here 

PLEASE ONLY APPLY IF YOU ARE IN NEW ZEALAND