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Service Delivery Manager

1 month ago

Christchurch, New Zealand FUJIFILM Business Innovation Full time

About CodeBlue, the Managed IT Services sector of Fujifilm Business Innovation New Zealand

At FUJIFILM Business Innovation (FBNZ), our commitment to empowering Kiwis to harness the power of technology is unwavering: 'We never stop finding ways to help Kiwi’s work smarter.'

As a wholly-owned subsidiary of FUJIFILM Business Innovation, CodeBlue aspires to be the forefront provider of IT strategy, IT operations, business processes, and business intelligence for mid-sized New Zealand organizations and businesses. The CodeBlue business unit employs 180 people across NZ and provides IT Managed Services to over 300 organisations nationwide. At CodeBlue, the pursuit of delivering an exceptional customer experience is not just a goal; it is the driving force behind every endeavour.

About the role

As a Service Delivery Manager, you will be responsible for ensuring continuous and seamless end-to-end service delivery to CodeBlue clients. The Service Delivery Managers act as the lead on transition programmes, providing expertise and guidance throughout the process by coordinating resources and serving as a key contact for all parties.

A major part of the role will be to promote and contribute to business development and growth opportunities through continuous improvement of productivity, service quality, and cost-effectiveness. As a part of the wide engineering team, you will coordinate and promote teamwork that delivers customer excellence.

Other duties include:

  • Manage service level agreements to ensure customers receive a seamless end-to-end service consistent with CodeBlue’s standards and which makes them feel like valued customers.
  • Assist in the development of Service Level Agreements to define the requirements for new services.
  • Lead transition programmes, ensuring progress is tracked and regular meetings are held to update on progress and resolution of any identified issues.
  • Coordinate resources as necessary for the successful implementation of transition plans.
  • Act as the key contact and oversee the escalation and resolution of critical IT incidents, ensuring customers and CodeBlue senior management are kept appraised.
  • Lead problem management support for clients, ensuring root-cause analysis is conducted and a corrective action plan is followed through.

Skills & experience

  • Prior experience within a relevant service provider or other large complex environment.
  • Proven effective contract delivery and SLA management experience.
  • Demonstrable achievements in leading customer satisfaction improvements and business process engineering.
  • A strong customer service delivery focus.
  • Knowledge of IT products, services, and technology.

This is an excellent opportunity to work for one of the world's leading innovators, so if you are interested in this opportunity, please apply online. Applications close on 21st of November 2024. Get in touch with us today

Please note that applicants with the right to work in New Zealand will only be considered for this position

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