Service Delivery Manager

3 weeks ago

Auckland City, New Zealand DDS IT Full time

**Introduction**:
Make your mark on this rare opportunity and be a 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 is responsible for leading IT Service Delivery into DDS IT customers and ensuring that the IT Service Management (ITSM) functions delivered are effective, efficient, and add value to both customers and DDS IT staff.

The role involves developing, implementing, leading, and continuously improving ITSM functions to meet accepted industry good practices and contractual obligations. The Service Delivery Manager plays a crucial role in enabling and enhancing the ability of customers to deliver on expected outcomes for their core business. They build positive, long-standing partnerships with key stakeholders, ensuring stakeholder expectations are met, and incidents and problems are resolved effectively and efficiently.

**Some other Key Accountabilities would include**:
Contribute to DDS IT's strategic planning and direction setting.
Analyse and advise on emergent opportunities for DDS within their clients and Service Management.
Ensure all Service Delivery Partners meet agreed policies, standards, service levels, objectives, priorities, and performance measures.
Communicate proactively to minimize the risk of misunderstanding.
Work closely with operation and project teams to respond to RFPs and due diligence activities.
Meet regularly with vendors to maximize partnership potential.
Implement, manage, and monitor service improvement plans linked to actual business service improvement and benefit realization.
Manage any performance or service level issues with Service Delivery Partners through proactive monitoring and resolution.
Oversee the Incident Management process and handle any unplanned interruptions or quality reductions.
Ensure optimal use of all resources, including staffing resources, while considering leave, sickness, training, and development.

**Skills and Experiences**:
A bit about you

You will be a seasoned Service Delivery Manager with a proven track record of building services and processes from scratch. You will be confident in suggesting change and contributing in all areas of service improvement and efficiencies. You will demonstrate solid commercial sense and act in a manner that encourages a healthy team environment, attracting the right results.

As with any management role, you will be able to have tough conversations and influence internal and external stakeholders to respond positively to change.

Understanding of the complexities of operating in an enterprise environment
Solid relationship management skills with the ability to engage with C level stakeholders
Pragmatic leadership style with the ability to deliver end-to-end service experiences, firm understanding of best practice in relation to business change/business process improvement,
Excellent presentation and communication skills (written and oral)
Hands-on technical knowledge and background is highly regarded
An ITIL qualification and knowledge is essential.

**Talk to us NOW**:
People are at the heart of DDS IT. Excellent culture with a caring and family feel. Now is a once in a lifetime opportunity to join the DDS IT Professional Services family.

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