Service Design Consultant

2 weeks ago

Auckland City, New Zealand Datacom Full time

Our purpose
Here at Datacom we connect people and technology in order to solve challenges, create opportunities and discover new possibilities for the communities we live in. Our continued commitment to deliver excellence to our customers is built around a true partnership approach.
The Service Desk team are responsible for a number of outsourced projects and services for some of Datacom’s biggest clients in New Zealand. Our environment is dynamic and fast paced. And we have a bigger purpose - not only are we are focused on the delivery of awesome business outcomes, we are thinking, planning and taking action on revolutionising the technology industry
We have an excellent opportunity for someone keen for the next step in their career, joining a fantastic team of peers with lots of scope to learn and grow You will be part of our extensive Customer Delivery business who support each other working collaboratively across multiple locations.
The role
The purpose of this role is to provide process consultation, analysis, design, implementation and transition services, in relation to existing or prospective Service Desk tools, products and / or services.

**As a Service Design Consultant, you will be responsible for**:

- Providing guidance as part of Presales, Request for Proposals (RFPs) or bids
- Transitioning new customers as a part of the Transition team for the Service Desk teams
- Introduction of new products or services as they transition into the BAU (Business as usual) environment.
- Leading process development activities for the Service Desk, their suppliers and Datacom internal teams as part of project activity or internal CSIP initiatives.
- Assisting in the development and delivery of training to ensure timely distribution of knowledge relating to processes, toolsets or new services.
- Providing input for Enablement solutions and assisting in the design and implementation of improvements. Examples may include, but are not limited to: - Auto SD initiatives, Customer Satisfaction Surveys
- Service improvement activities across Service Desk Teams.

**We're looking for**:

- Solid experience in the Customer Delivery environment (such as Team Leader, Senior Service Desk Analyst / Complex Service Desk Analyst, Service co-ordinator or Process owner)
- The ability to identify and qualify business requirements and an understanding of the impact of change on the operational environment.
- Someone who is passionate about documenting process flow, operational procedures and support documentation.
- Collaboration skills with technical and process teams to ensure our processes and tools align to the needs of Service Desk Teams.
- Ability to solve problems and align processes based on past experience and customers.
- A ‘can-do” attitude and the leadership and confidence to step in when needed.
- The interpersonal and communication skills and the personality to effectively engage internally and externally.
- A strong process orientation, and a real eye for detail

**To Apply**:
Please submit your profile and cover letter online, outlining your interest and suitability for the role.

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