Service Delivery Manager

Delivery Operations


London, England, United Kingdom

Our Vision is to be the world's leading verifier of authenticity through Science and Data Science. 

Be part of a New Zealand success story – Oritain was founded, and is still headquartered, in Dunedin. Now Oritain is global, with additional hubs in Auckland, London, Washington DC, Sydney, and Zug. 

Our unique solution provides data insights and scientific traceability that helps some of the biggest brands in the world understand more about where their products originate from, helping to build trust and integrity within their supply chains whilst reducing the impact on the environment and society by tackling issues such as deforestation and modern slavery in supply chains.   

We are an innovative data company with big global ambition, and we need people who share our passion to be commercially successful and create powerful positive impact.

Join our team as a Service Delivery Manager and take on an exciting role in Delivery Operations at Oritain! As the Service Delivery Manager, you'll be accountable for organizing and implementing day-to-day delivery of Oritain's services. You will collaborate closely with sales teams to create delivery action plans for customers, ensuring successful onboarding and providing end-user training materials.

Your primary focus will be delivering exceptional service to both internal and external customers, fostering strong, long-term relationships by planning, executing, and reporting on contracted deliverables. You'll identify and resolve impediments that impact delivery, supporting multiple cross-functional teams to streamline processes and maximize productivity continuously.

If you're passionate about logistics, problem-solving, and enhancing customer experiences through operational excellence, this role is for you. Join us and be instrumental in driving forward our delivery operations to new heights!


  • ENSURE DELIVERY: Work with the Customer Engagement team to ensure deliverables included in contracts and/or project plans are met 
  • STAY CONNECTED: Recognize client issues and needs by staying connected with end clients and internal partners 
  • MAINTAIN DELIVERY MOMENTUM: Maintain delivery momentum by solving issues, unblocking problems and setting the pace to ensure DIFOT against commitments 
  • PLANNING:  Lead continual delivery planning processes.  Plan beyond delivery of product.  Identify dependencies in plans across services and coordinate delivery.  Anticipate and mitigate potential fiction points and blockages. 
  • RELATIONSHIPS: Build relationships with key Oritain stakeholders, subcontractor groups and customer organisations to deliver planned services 
  • EMPOWER CROSS-FUNCTIONAL TEAMS: Work with cross-functional internal teams to deliver client services in line with contracted obligations 
    • TRACK LOGISTICS: Actively engage with Oritain logistics team to ensure effective and efficient global movement of collected samples 
    • FOCUS ON OUTCOMES:  Responsible for ensuring delivery process timelines and milestones are met. Focus on outcomes.  Challenge and improve organizational processes. 
    • COMMUNICATE KEY DATA:  Develop and update delivery schedules and ensure relevant staff members have timely access to project information and progress to plan.  Make relevant contributions to external reports. 
    • MONITOR AND MANAGE DELIVERY PERFORMANCE: Proactively monitor and report operational performance and escalate identified delivery risks or milestone misses.  
    • ADHERE TO STANDARDS: Follow protocols relating to workflow, delivery management, project management and sample procedures 
    • MONITOR:  Monitor and evaluate completion of tasks and projects 
    • PROTECT: Protect organisation value by keeping information confidential 
    • MAINTAIN: Maintain a level of professional and technical knowledge specific to Oritain’s competency standards by engaging in training and learning opportunities 
    • AGILE AND LEAN:  Apply lean principles to provide frameworks for delivery that focus on continuous improvement.    
    • DEVELOP:   Coach, mentor and develop Service Delivery Coordinators. 
    • CAN DO:  Undertake other tasks as directed by your manager. 
  • Agile and Lean: Proven experience in applying Agile and Lean practices.  Working level ability to visualize and make visible the work of the team. 
  • One to three years prior experience in one/mixture of the following field/s 
  • Account Management 
  • Delivery Management 
  • Project Management 
  • Logistics 
  • Science/Laboratory 
  • Data Management 
  • Good working knowledge of Excel
  • Strong business acumen with a commitment and drive to achieve professional and company goals. 
  • Flexible and adaptable interpersonal style to influence others and share ideas and/or problem solve. 
  • Resilient and able to work under pressure. 
  • Good written and oral communication skills. 
  • Minimum of intermediate Excel skills to support booking and reporting deliverables  
  • Knowledge and experience with business tools and systems – standard office suite (Word, Excel, PowerPoint, Outlook), Atlassian package (Confluence, Trello). 
  • 27 days holiday + 8 bank holiday
  • 2 days per calendar year for volunteering leave
  • Breakfast bar
  • Hybrid working  - 3 days in the office
  • Discretionary Bonus
  • Enhanced Maternity/Paternity leave
  • Pension


Oritain is committed to its mission to build a world-class business that evolves for decades to come and helps create tangible change in the world. As global citizens, we are therefore committed to continuing to grow a diverse, equitable and inclusive workplace, and our ‘one team’ approach is a trusted commitment which run through everything we do. 

Please note: Studies have shown that under-represented groups are less likely to apply to jobs unless they meet every single qualification. As part of our dedication to diversity, we at Oritain encourage applicants that are excited about the role and company to apply anyways even if their past experience doesn’t always align perfectly with every qualification in the job description


Published: 10 May 2024