Service Delivery Manager

2 weeks ago

Auckland City, New Zealand Computer Concepts Full time

**General information**:

- Location
- Auckland
- Expertise
- Client Delivery, Technology
- Job Level
- Experienced
- Employment Type
- Fixed term full-time
- Close Date
- 10-Jan-2025
- Ref #
- 58997

**Description & Requirements**:
**Spark NZ**
- As New Zealand's largest telecommunications and digital services company, Spark’s purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.
- We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.

**About the Role**:

- As a Service Delivery Manager, you'll be accountable for supporting managed services contracts with some of our key customers. You will be part of a tight team running the end-to-end Service Delivery relationship and ensuring that all service delivery commitments are met. You will be responsible for delivering service management outcomes for high-profile engagements and become a trusted advisor to our customers on every aspect of service delivery.

**Day to day you will be involved in**:
**Performance**
- Responsible for driving end-to-end service delivery and provide oversight of Spark’s performance on business services
- Monitoring the service delivery experience and performance against Service Levels, acting to escalate and communicate when issues are not being managed appropriately.
- Managing to successful resolution any performance or Service Level achievement issues that arise or that have been identified by proactive monitoring.

**Delivery**
- Reviewing trends and risks to Service Level achievement, acting to determine and implement mitigation plans, escalating and communicating when required
- Scheduling technical resources where required to deliver effective and timely support to end users
- As Spark continues to evolve its business model, service offerings and customer experiences, the Service Delivery Manager is also a key implementor for managing the change with our customers

**Continuous Improvement**
- Identifying and implementing agreed improvements to the Contracted Services
- Meeting regularly with the Customer to discuss topics including Continual Service Improvement and perceived performance of operational teams

**Reporting**
- Monitoring and improving performance by setting clear accountable performance measures

**What experience you'll bring?**

While you're an extremely capable individual who can operate comfortably alone, you're a team player that can work across all elements of this key engagement. With a flair for building key relationships and stimulating change, you seek continuous improvement both within our business and with your customer

You'll also bring with you:

- A proven track record in service delivery, preferably experience with government/corporate customers
- Operational excellence in core disciplines of service delivery
- Customer-focus and goal orientated
- The ability to develop, build and lead relationships with the key service management stakeholders
- Sound operational and commercial acumen with a passion for customer outcomes.
- Pragmatic approach with a flair for planning and executing
- A can-do attitude to problem solving

**WHY CHOOSE US**:
**Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai**
- At Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be “how things are done at Spark”, embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.

**Sustainability: Toitū**
- Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand’s recovery and economic transformation. The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.

**Benefits: Awhina**
- Our people matter and we make sure we look after them. As a valued employee of Spark, we’ve got our people covered with a range of leading benefits including:

- **Wellbeing** - Comprehensive medical insurance, life and income protection. Access to wellbeing coaches, EAP and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.
- **Hybrid ways of working** - for most teams at Spark this means being in the office for 4 days a week, and 1 day being flexibl

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