Technical Service Manager

2 weeks ago

Wellington, New Zealand Cgr Services Full time

About the Role
A Customer leader having overall accountability & responsibility for quality of service, customer satisfaction, service level management, continuous service improvement, technical performance analysis & solution enhancements for all Orange insourced and outsourced services across Service Delivery operations for global strategic customers.

Oversee the operations & ongoing enhancements of assigned customers network infrastructure services, ensuring its reliability, security, and scalability.
Provide effective leadership, own and be accountable for end-to-end Service Management including Stakeholder Management both internal and external, to ensure high standards of technical & service expertise and operational efficiency.
Assess network capacity requirements, forecast future needs, and develop strategies to ensure the network infrastructure can support the assigned customers growth and evolving technology requirements.
Oversee the technical service delivery process, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
Lead and implement Continual Service Improvement in alignment with best Network practices.
Lead the post-sales extended customer Service & technical teams both local and remote.

About You

Minimum of 5 years of experience in a technical service management role.
5-10 years of work experience in customer-facing organizations within the Communications / IT services industry.
Strong knowledge of ITIL framework and its application in service management.
Effective communication and interpersonal skills, with the ability to collaborate with diverse teams.
Self-motivated with the ability to work independently and prioritize tasks effectively.
Strong management skills in accumulation, preparation, interpretation and dissemination of customer technical information and the applicability of all related products & services to address requirements.
Management & Leadership experience of both local & remote diverse team members within service operations teams.
Cisco or Fortinet network skills.
Required in-depth knowledge of managed services integration & global IT products across infrastructure services.
Must be able to obtain and maintain an appropriate New Zealand Government Security clearance.

Additional Information

Must be a New Zealand citizen or resident.

Department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.
Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.
Contract
Regular
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