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Managed Service Executive

2 weeks ago

Auckland, Auckland, New Zealand Gentrack Full time

Job Description

We are seeking an experienced Service Delivery Manager to join our global Managed Services team. As a key member of our organization, you will be responsible for a portfolio of Gentrack's Managed Services customers.

You will manage and lead teams of analysts who deliver excellent customer service, to contractual SLAs, on behalf of Gentrack's Managed Service customers. You will be an expert in the way Gentrack's Managed Service customers' businesses operate and what drives their success.

Your Key Responsibilities

  • Manage and lead teams to meet the scope, quality, time, and budget framework.
  • Be accountable for forecasting, planning, execution, monitoring, risk management, and achievement of the targets set for the customer portfolio.
  • Use your quality knowledge to predict risks (quality, timeline, and budget) and take necessary mitigation measures that lead to high-quality customer delivery and predictable operations.
  • Drive efficiency focus in your teams, identifying and working with engineering teams to deliver the automation of business processes in Gentrack's core solutions.
  • Act in collaboration with the Customer Success Managers of your customer portfolio to manage relationships efficiently and communicate with key stakeholders.

Your Requirements

  • Substantial experience as an operations or customer services leader in a relevant industry.
  • Experience in Electricity, Gas, or Water utility industries is highly beneficial but not essential.
  • Previous experience using or implementing Junifer CIS, Velocity, or similar enterprise CIS/CRM systems.
  • Possess strong leadership skills, with the ability to motivate and develop high-performing teams.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.