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Delivery and Support Manager

4 months ago

Auckland City, New Zealand Absolute IT Recruitment Specialists Full time

Auckland Central- Management, Leadership & Executive- $120,000-$150,000 Based on Experience- Full Time- Permanent- 04 Jul 2023**Delivery & Support Manager**
Our client is an dynamic, established and exciting company specializing in industrial information systems and real-time data.
Our client is on the lookout for a Delivery & Support Manager to oversee their delivery and support operations in the Asia/Pacific region. As the Delivery & Support Manager, you will lead a team of project delivery personnel and support staff to ensure the efficient and effective delivery of software engineering professional services and support to our clients. This role requires strong leadership, excellent communication skills, and a customer-centric approach to ensure high client satisfaction and successful outcomes.
**Role Purpose & Responsibilities**
The Delivery & Support Manager will work closely with our clients project and support team members. You should have extensive technical experience that you can leverage when managing and supporting the team. The technical delivery and support team consists of 9 people and is growing.
This role is fast-paced, with multiple projects running simultaneously. You should be proficient in managing multiple tasks and context switching as you move between projects.

**Delivery Management**
- Oversee the end-to-end delivery process, from order placement to final delivery, ensuring timeliness, quality, and delivery within budget.
- Conduct regular informal check-ins with team members to understand project status, identify potential future blockers, and address scope or quality issues.
- Monitor delivery metrics, identify areas for improvement, and implement corrective actions as necessary.
- Proactively communicate with clients to provide updates on delivery status, address concerns, and gather feedback.
- Collaboratively resolve escalated delivery issues and address customer concerns promptly and professionally.
- Coordinate with internal teams, including Sales and Development, to optimize delivery schedules and minimize delays.

**Support Team Management**
- Build and manage a high-performing Support team.
- Provide guidance, training, and mentoring to Support team members to ensure they have the necessary skills and knowledge to deliver exceptional service.
- Monitor Support team performance, set performance goals, and conduct regular performance evaluations.
- Collaborate with other teams to streamline support processes and enhance customer experiences.

**Reporting and Analysis**
- Provide regular updates on delivery and support performance, including key metrics, trends, and areas of improvement.

**Requirements**:

- Bachelor’s degree in business administration, IT, or a related field. A master’s degree is a plus.
- Proven experience in enterprise IT delivery management or a similar role, preferably in a fast-paced environment.
- Strong technical skills, having come from a hands-on technical background.
- Strong leadership skills with the ability to motivate and manage a diverse team effectively.
- Excellent communication and interpersonal skills to build relationships with clients and internal stakeholders.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficient in using delivery management software and tools such as JIRA and Zendesk.
- Strong organizational and time management skills with the ability to prioritize and multitask effectively.
- Problem-solving skills with the ability to handle and resolve escalated issues.
- Customer-focused approach with a commitment to delivering exceptional service.

**Benefits**
This is a full-time position based in Ellerslie, Auckland, New Zealand, with WFH flexibility. The position may require some travel for client visits and industry conferences.
Some of the exciting things about working at our client are:

- Working in a fast-moving and exciting environment, solving interesting and meaningful problems around operational technology throughout New Zealand and globally.
- A strong emphasis on innovation and integrity, and a commitment to delivering great results for our customers.
- A supportive team culture where you will be well supported as you get up to speed.
- Our social culture including regular coffee’s, team lunches and outside events.
- We’re a friendly and smart team - we listen to each other’s ideas.

NOTE to overseas enquiries and non-NZ residents:
Whereas we welcome international enquiries, only applicants that are legally entitled to work in New Zealand and can make themselves available for interviews in New Zealand will be considered for advertised positions.