Service Excellence Lead

7 days ago


Christchurch, Canterbury, New Zealand Theta Full time

Overview

Theta is a leading NZ-owned technology company passionate about delivering exceptional customer experiences. Our team of experts thrives on innovation, creativity, and inclusivity. We value diversity and aim to provide a supportive work environment that encourages participation and growth.

Job Title

Service Delivery Manager

Description

This role involves leading the full lifecycle of ICT service agreements with customers, ensuring successful outcomes and great experiences. As a key member of our Christchurch-based team, you'll collaborate with the Service Desk and specialist practices to deliver ICT services and improve operational processes.

Responsibilities

  • Lead the full lifecycle of ICT service agreements with customers.
  • Collaborate with the Service Desk and specialist practices to deliver ICT services.
  • Improve operational processes and issue diagnosis for our support services.
  • Contribute to the development of our Delivery practice and provide service delivery expertise to the Sales team.

Qualifications and Experience

  • A minimum of 5 years' experience in Service Delivery or related ICT roles.
  • Accreditation in ITIL or other modern service management processes.
  • A strong customer service ethos and excellent communication skills.
  • Hands-on experience with tools like Azure DevOps boards.
  • Experience developing and implementing service contracts.

Career Growth and Benefits

  • Competitive salary and opportunities for professional growth.
  • Fully subsidized medical insurance for employees and discounted insurance for immediate family members.
  • Flexible work hours and a family-friendly work environment.
  • Hybrid working model and volunteer days.


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