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Business Solutions Manager

1 week ago

Auckland, Auckland, New Zealand Gentrack Full time

About Us

Gentrack is a leading provider of innovative cleantech solutions to the utility sector. Our mission is to drive efficiency in energy and water management, enabling utilities to achieve their sustainability goals.

Our global presence allows us to work with some of the world's biggest energy and water companies, as well as innovative challenger brands. We are passionate about creating a positive impact and rely on our customers to drive innovation, deliver great customer experiences, and secure profits.

Our Values

At Gentrack, we value respect for the planet, our customers, and each other. Our team is made up of smart thinkers and dedicated doers who love their work and collaborate to deliver creative solutions that make our customers successful.

We share knowledge, ask questions, raise the bar, and are expert advisers. We care about doing honest business that is good for not just customers but families, communities, and ultimately the planet.

The Opportunity

We are seeking an experienced Service Delivery Manager to join our Managed Services team. As a key member of our global 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.

You will leverage your extensive experience working in the service industry to implement creative business solutions, following industry best practices. Your success will be measured by consistently outperforming customer SLA targets while meeting the scope, quality, time, and budget requirements.

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.