Client Services Manager (Schools)

Are you an experienced IT services professional who enjoys building strong customer relationships and leading high-performing teams? Do you want to play a key role in improving outcomes for schools through reliable, high-quality service delivery?

Join Cyclone and help shape the service experience for our Primary and Intermediate school customers.

Why You’ll Love Working with Us

• Great Team Benefits: Competitive salary and benefits package including health insurance, a paid volunteer day per year, and fun team events and social activities.
• Customer-Centric Culture: We’re passionate about delivering outstanding service and building long-term, trusted partnerships with our customers
• Diverse Client Base: You'll work with many different people and solutions, allowing you to showcase your technical expertise and top-tier customer service skills.

About the Role

As a Client Services Manager (Schools), you will own the end-to-end service delivery experience for a portfolio of Primary and Intermediate school customers.

You will balance two key areas of focus:

• Service Delivery Excellence (50%) – ensuring services are delivered consistently, efficiently, and to agreed SLAs
• Planning & Customer Outcomes (50%) – building forward-looking roadmaps, identifying opportunities, and turning them into actionable work

You will act as the primary operational and relationship owner for your customers, leading the service delivery team supporting them and ensuring a consistently high standard of service.

What you will do:

You will take ownership of both customer relationships and service outcomes, including:

• Acting as the main point of contact and escalation for your customers
• Building strong, proactive relationships through regular communication and service reviews
• Leading and coordinating the service delivery team (onsite and remote)
• Ensuring SLAs and service standards are consistently met or exceeded
• Identifying risks, resolving recurring issues, and driving continuous improvement
• Creating and delivering customer roadmaps and Statements of Work
• Ensuring onboarding, audits, and documentation meet high standards
• Supporting planning, prioritisation, and workload management across your team
• Coaching and developing team members to build capability and performance

What you will bring

You bring structure and accountability to your work and build strong relationships with customers and colleagues. You bring a mix of technical understanding and customer focus, along with:

• Experience in IT services, managed services, or field engineering environments
• Proven ability to manage customer relationships and service outcomes
• Strong communication and stakeholder management skills
• Confidence in handling escalations calmly and effectively
• Excellent planning, organisation, and prioritisation skills
• A team-focused leader who builds trust and accountability
• Attention to detail and commitment to quality and follow-through

• Experience in the education sector (desirable) 
• Familiarity with MSP tools (e.g. ConnectWise, Hudu) (desirable) 
• Relevant technical certifications or hands-on experience (desirable) 

Why Join Us Here at Cyclone?

Cyclone is a proudly New Zealand-owned company with over 180 team members across the country. We have branch offices in Auckland, Wellington, Christchurch, Dunedin and Invercargill.

When you join Cyclone, you’ll benefit from: 

• Having training platforms and
  development pathways with direct access to large multinationals such as Microsoft, HPE, Aruba, Fortinet, Apple, Google, and Dell.
  
• A collaborative, supportive team environment
• A culture that values diversity, respect, and shared success
  

To apply

All applicants must be a New Zealand Citizen or Resident and be willing to undergo police vetting or any other checks relevant to the role.