Managed Services Manager

2 weeks ago

Auckland City, New Zealand Equinox Full time

**Who are we?**

Equinox IT is an NZ-owned technical IT consultancy that offers DevOps & Agile, Cloud, and Business Transformation services to help our clients succeed. We do this with a focus on people over process over (technology) platforms, because for us people come first.

We work in highly pragmatic ways, right-sizing approaches to New Zealand conditions, and bring a fierce determination to deliver excellent results.

Our people have autonomy, work with broad and challenging problems, and get lots of opportunities to learn and grow. They make a difference every day for our clients and the communities our clients serve.

We hope you will want to be a part of and actively involved in the continued evolution of Equinox IT and the ongoing impact of change we provide to our customers.

This is a new role reporting to our Auckland-based Co-CEO.

Reflecting growth in our Cloud, DevOps and Software Managed Services, this position will require you to work closely with key clients, business partners, our sales team, and senior consultants.

This is a hands-on management role with the successful applicant leading from the front and available as a key escalation point for clients and our support consultants.

**Key Responsibilities**:

- Service Management - leadership in the provision of service delivery, problem and incident management to agreed service levels.
- Service assurance - is ultimately responsible for the quality of service we offer to our clients, in some cases 24x7
- Risk management and mitigation
- Service improvement - evolve and innovate the Equinox Service Management Framework to create a market-leading service.
- Client Satisfaction and Retention - ensure high levels of client satisfaction through the delivery of quality services
- Internal Business Systems - ensure all business systems are fit for purpose and delivering to expectation
- Growth, Profitability, and Business Efficiency - achieve business plan growth and budgeted financial/profit goals as a minimum each year
- Line management of an Application Support Consultant

**Your Experience**:

- Practical experience in IT service management is essential, and knowledge of ITIL is preferred
- Proven people and service delivery experience and an ability to set and meet milestones while maintaining service quality.
- Proven ability to develop good working relationships with a range of stakeholders and to earn and maintain their trust.
- The ability to analyze complex business challenges and provide practical solutions is essential
- A track record of continuous learning and of sharing your knowledge with clients, partners, and service delivery consultants

**What's in it for you**
- Flexible working when you need it
- Variety and a broad scope of work including support, project work, consultancy, and training
- A respectful work environment that values individual strengths
- Professional development plan for full-time employees including training, workshops, courses, conferences
- Career coaching with like-minded people to help you achieve your personal and/or professional goal(s)
- Medical and income protection insurance for full-time employees
- Staff events

Equinox IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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