Service Delivery Lead

4 days ago

Porirua, Wellington, New Zealand Hays | Technology Full time

Service Delivery Lead

Service Delivery Lead

Location: Porirua - Wellington,

NZ Employment Type: Full-time

About the Role:

  • We are seeking a dynamic Service Delivery Lead to oversee the efficient and high-quality delivery of IT services to our clients. This pivotal role ensures alignment with business objectives and client expectations, acting as the bridge between clients, internal teams, and vendors.

  • You will drive performance, resolve issues, and foster continuous improvement across all service delivery functions.

Key Responsibilities:

  • Lead and manage the service delivery team, ensuring efficient processes and a high-performance culture.
  • Oversee service performance to meet or exceed KPIs and SLAs, and provide regular reporting.
  • Serve as the primary contact for service-related matters, building strong client relationships and ensuring satisfaction.
  • Identify and implement strategies for service improvement and innovation.
  • Manage escalations and resolve service-related issues promptly.
  • Align service delivery strategies with business goals and contractual obligations.
  • Autotask Management: Oversee ticket workflows, prioritisation, and resolution within agreed timeframes. Provide insights and reporting from Autotask to support performance reviews.
  • Provide hands-on support to engineering teams, including remote and onsite assistance, helpdesk overflow, and network projects.

What We're Looking For:

  • Proven experience in Managed Service Provider (MSP) environments with a strong understanding of service delivery frameworks, KPIs, and SLAs.
  • Autotask proficiency for ticket management, reporting, and workflow optimisation.
  • Strong leadership and team management skills with the ability to foster collaboration and high performance.
  • Excellent client engagement and communication skills.
  • Analytical mindset with the ability to interpret data and implement improvement strategies.
  • Hands-on technical capability to assist with IT support and infrastructure tasks.

Personal Attributes:

  • Professional, proactive, and adaptable under pressure.
  • Strong organisational and planning skills.
  • Passion for technology and continuous learning.

Requirements:

  • Current and valid NZ driving licence.
  • Clean police record.
  • NZ Residency/ citizenship due to client requirements

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.

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