Datacom is hiring an

Operations Manager- Service Desk

Auckland, New Zealand

The Operations Manager role is accountable for leading service level delivery, team management and customer engagement activity across multiple Field, Service Desk and Deskside Operational Teams. This role is critical to ensuring Customer Support meets required service levels, achieves expected revenue flows and delivers a high quality of service.

You’ll lead customer engagements that reimagine and execute world class service offerings, process improvement, customer onboarding and new business opportunities.

You will be required to support how we lead change and the adoption of new ways of working that maintains a high level of engagement across a large workforce.

This role will bring a balance of discipline, creativity, perspective, and focus to make a difference for the organisation and our customers. You will understand our future, whilst maintaining a relentless focus on execution and delivery.

About the Role:

  • Lead, manage and develop a high performing leadership team and self-sustaining eco-system within your operation, and across Customer Support.
  • Develop a culture of collaboration, accountable leadership, customer centricity and continuous improvement.
  • Partner with GM Operations and your wider Operations Management team to drive transformation of the Customer Support operation.
  • Support the Service Delivery team to deliver and exceed all customer service level targets.
  • Prepare and Present weekly and monthly reports to identify trends, risks and areas of improvement.
  • Lead on customer activity within your operation including new bids, renewals, transitions, projects and support other key activity including resolution of major incidents.
  • Manage revenue flows, ensuring pricing and margin supports financial goals for Customer Support. You will also need to balance service delivery costs to achieve optimal results.
  • Create pathways for accelerated onboarding, development and career progression including greater diversity, inclusion, and access to digital development in NZ.
  • Manage multiple stakeholders up, across and down to remain aligned and ensure open lines of communication are maintained.
  • Work with other Customer Support Lead team members and key stakeholders to ensure a strong team spirit with success of the team being more important than the individual.

About you:

This is an exciting role and, as such, we are looking for someone with extensive Operational Management experience within a Service Delivery environment. You will have 5+ years of managing large contracts for the delivery of IT services with a demonstrated record of consistently achieving high customer satisfaction and SLA conformance.

You will bring a detailed understanding of service management methodologies including ITIL, and have a sound understanding of technical concepts and frameworks. You will have excellent verbal and written communication and your customer relationship building and management skills will be second to none. A good understanding of legal contracts and project management methodologies is highly desirable.

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