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Service Delivery Manager

2 months ago

Auckland City, New Zealand DDS IT Full time

**Introduction**:
Make your mark on this rare opportunity and be part of a family orientated business that respects the value everyone can bring and the flexibility to achieve work-life balance and satisfaction from the work that you do here at DDS IT.
- Join a high performing team
- Remote first Workplace
- Great company culture

About DDS IT

Our culture starts and ends with our people.

We are a successful IT Services business with an eye on the future, having grown to 100+ staff across Auckland, Wellington, Hamilton and Christchurch. Our culture starts and ends with our people. We are a growing people-centric team who work with Passion, Energy and Heart to deliver incredible customer experiences. We operate with flexibility and have created a friendly, caring and family feel workplace. You bring your best self to work to fulfil your potential and enable our Vision of connecting people and technology to improve the everyday life of New Zealanders.

At DDS IT we are big enough to partner with some of New Zealand’s leading Enterprise companies. But we’re small enough that any one of our clients can pick up the phone and talk to any one of our leadership team. Our size allows easy access to key stakeholders and resources helping remove barriers to create a collaborative environment for share valuable knowledge.

We're growing and truly walk the talk of our values aiming to positively impact individuals both professionally and personally. Our drive for excellence and willingness to go to the ends of the earth for clients has created rapid growth and a loyal customer base.

Our Mission is to become our customers trusted service provider. We believe we will achieve this through increasing the productivity of organisations, through the intelligent use of our products, services, and insights day in and day out.

**Description**:
**A bit about the role**:
The Service Delivery Manager leads the IT Service Delivery into DDS IT customers and ensures that the IT Service Management (ITSM) functions delivered are effective, efficient and add value to both the customers and DDS IT staff.

The role will develop, implement, lead, and continuously improve the ITSM functions, ensuring they meet accepted industry good practice and contractual obligations. The role enables and enhances the ability of our customers to deliver on expected outcomes for their core business. The Service Delivery Manager will maintain existing and develop new relationships to create longstanding positive partnerships with key stakeholders, effectively building rapport and influence. They will ensure that stakeholder expectations are met, and incidents and problems are managed and resolved in an effective and efficient manner.

**Some other Key Accountabilities would include**:
Develop and maintain systems to establish standards relating to customer service
Service Delivery Management using ITIL aligned processes and procedures;
Service Design and Architecture, including the definition of SLAs and KPIs
Service Transition/Startup/Transfer/Closure
Change and Release Management
Liaison with/Management of 3rd parties involved with the delivery of services;
Service and Quality Improvement initiatives;
Develop and maintain systems to measure staff performance;
Monitor performance according to agreed standards and take necessary action to communicate/advise/assist according to performance levels;
Liaise and attend meetings with other company functions necessary to perform duties and aid business and organisational development;
Lead the customer focus in all restorative and resolution activities in a collaborative manner - and drive any improvements to the customer’s experience
Report as necessary on changes in standards including providing customer reports
Liaise with other departmental managers to understand all necessary aspects and needs of staff training;
Manage and develop reporting staff;
Contribute to the problem identification and management process;
Manage knowledge base and process improvement;
Ensure staff are accurately updating all relevant documentation of support processes;
Attend training to develop relevant knowledge and skills;
**Skills and Experiences**:
A bit about you
You will be a seasoned Service Delivery Manager who has a proven track record of getting things started from the ground up. You will be confident in suggesting change and contributing in all areas of Service improvement and efficiencies. Like the rest of our team, you will demonstrate solid commercial sense and act in a manner that encourages promotes a healthy team environment and attracts the right results. Like any management role, you will be able to have tough conversations and influence internal and external stakeholders to respond positively to change. You will have the following:
Understanding of the complexities of operating in an enterprise environment
Solid relationship management skills with the ability to engage with C level stakeholders
Pragmatic leade

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