Service Delivery Manager

3 days ago

Auckland City, New Zealand Pax8 APAC Full time

No matter who you are, Pax8 is a place you can call home.

We know that we are only as great as our people. And we have great people all over the world. No matter where you live and work, you're a part of the Pax8 team.

Culture is important to us, and at Pax8, it's business, and it **IS** personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.

We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.

Pax8 is growing globally, and we are now expanding across Australia, New Zealand and Asia. We are seeking our founding team members to grow this new region and make a meaningful impact on the business. The majority of our organisation is comprised of early employees who have grown into management and executive positions.

There has never been a better time to join - we're just getting started

**The Role**:
Pax8 has recently acquired Umbrellar, an award winning, services-led Microsoft Cloud Solutions Provider. The Service Delivery Manager role is part of the Umbrellar Cloud Operations team and is primarily responsible for Service Delivery to Enterprise Managed Services Customers. This role plays an integral part in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams, as well as the success of our Azure Managed Services Practice.

**How You'll Make Impact**:

- Provide Service Delivery Management to nominated accounts, ensuring strategic account plans exist ensuring healthy service delivery and management of accounts.
- Manage the escalation process, ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
- Work with other internal and third-party teams to ensure actions are taken and completed to protect and improve services.
- Ensure that appropriate and up to date controls, processes, documentation and procedures are in place and followed.
- Provide regular and accurate management reporting on service performance against SLA's and KPI's.

**About You**
- 3+ years of Service Management or Support experience in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
- ITIL foundation and practitioner.
- High level understanding and experience with Azure and AWS.
- Strong communication skills that are effective across audiences at all levels including technical, management and leadership stakeholders.
- Seasoned analytical & problem-solving skills combined with the ability to provide timely resolution to problems.

**Benefits**:

- Fantastic earning potential - competitive base salary in a stable and growing environment.
- Flexible working hours in a hybrid work environment.
- Central office space with parking for our Auckland based team for when you want to join in on the action.
- Private health insurance.
- Paid day off on your birthday.
- Cloud for Good Program - 2 paid volunteer days per year to give back to the community.
- Career Growth, Mentorship and dedicated time for Training and Development Opportunities.

**About Us**:
Pax8 is the leading value-added cloud-based SaaS distributor, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world's favourite place to buy cloud products.

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