Service Delivery Manager

7 months ago

Hamilton, New Zealand Enlighten Designs Full time

**Introduction**:
Enlighten Designs exists to deliver exceptionally designed, innovative and customer-focused technology solutions. We know our success is due to our people, so we create an environment where they can do what they love, thrive in a fast-paced learning environment, and have some fun along the way.

We’re on the lookout for someone to join our Web and Managed Application Services practice to help manage Enlighten’s support offerings across a wide-range of clients to both manage risk and help our clients realise and unlock value from their solutions.

**Description**:
Service Delivery Manager

Purpose

This role is the owner and manager of Enlighten’s support offerings, both in active management of existing agreements as well as developing and evolving support offerings to continue to meet our customer’s needs. You’ll actively work with both Sales and Marketing to listen to client feedback and work with the Web and Managed Application Services Practice to successfully deliver high performing support, helping our clients to realise and unlock value from their solutions.

Key Responsibilities

The below list of key tasks and responsibilities is not designed to be an exhaustive list of everything you may be required to do; but rather to create a clear picture of the major parts of the job.

Continually improve delivery processes to ensure consistent delivery to internal and external clients
Actively collaborate with Account Managers in the operational management of client accounts. This should focus on maximising client value, as well as the identification of relevant offerings and services based on operational knowledge.
Own SLA and Support agreements completing cadence reporting and attending review meetings - with the purpose of providing continuous improvements to the way Enlighten assures solution functionality and evolution.
Evolve support tools to meet the needs of the business, including reporting tools and forecasting / planning outcomes (capacity plans and “thought leadership” outcomes that add value to client engagements).
Offer customer relationship guidance to ensure client value is delivered via all engagements
Work collaboratively with Account Managers and other client stakeholders in assuring customers are the right fit for Enlighten and that relationships are “win-win” (i.e. both Enlighten and Enlighten’s clients are better off for doing business with each other)
Work collaboratively with Marketing to iterate and improve support products based on market feedback
Incident/Problem owner for high priority events
By way of the above activities, assist Enlighten in meeting sales and billing targets

Internal contacts

Delivery Team Leads

Sales

Marketing Consultant

Reporting Structure

This position reports to the Web & Managed Application Services Practice Lead

Environment

General office environment, some travel may be required.

Job Description Review

Enlighten sees itself as a flexible employer. We would like to review this job description with you regularly to see that both parties are comfortable with the key tasks and responsibilities required of this position.

Desired Skills and Experience

We are looking for someone who is a keen multi-tasker, who’ll thrive in dynamic, fast-paced, technical environments where no day is ever the same.

**You’ll also have**:
Strong verbal and written communication skills
Highly organised and able to keep track of multiple service delivery engagements
Strong Customer facing skills, negotiating skills and a high degree of commercial acumen
Technically minded with architectural knowledge of how solution components work together to deliver business value

Experience working within ITIL “like” framework
Service Delivery Management / Solution Delivery Management; particularly with respect to handling service boundaries and communications protocols / processes
Proven experience implementing new processes and delivering process improvements
Experience with Agile methodologies would be beneficial
- Kanban and SCRUM

**Skills and Experiences**:

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