Operational Service Delivery Manager

Job Summary:

We seek an Operational Service Deliver Manager to lead service operations, align technology solutions with program objectives, and ensure seamless delivery of customer service contract demands. Reporting to services and program leadership, this role drives service excellence by managing technical resources, resolving escalations, and integrating IT strategies into broader program initiatives to enhance performance and operational efficiency.

Key Responsibilities

Program & Service Management

• Ensure exceptional customer service internally and externally.
• Oversee service deliverables ensuring quality, schedule, and budget adherence.
• Develop, document, and implement processes to streamline support activities.
• Coordinate with global teams to meet contractual requirements. Service Level Agreements, and Key Performance Indicators.
• Manage change processes and environmental audits, per ITIL standards and best practicesx
• Drive productivity through continual team and process improvement.

Team & Resource Coordination

• Effectively assign and manage resources.
• Lead local and remote teams, ensuring engagement and performance.
• Conduct customer meetings to align program deliverables.
• Promote IT service best practices.
• Manage ticket queues, ensuring proper and timely updates.

Risk & Issue Management

• Identify, track, and mitigate risks.
• Point of contact and on-call resource for high priority issues (MI, P1, P2)
• Resolve service issues and ensure compliance.
• Monitor program health and adjust resources accordingly.

Reporting & Compliance

• Provide regular program updates and performance reports.
• Ensure adherence to company policies and regulatory requirements.
• Create and distribute customer facing RCA documentation.
• Manage program budgets and forecasts.
• Create and manage documentation for customer environments.

Essential Requirements

Skills & Experience

• 10+ years of proven experience in technical program management and leadership
• Strong expertise in IT infrastructure, networks, applications, and security
• Proficiency in project management tools and methodologies
• Excellent leadership, communication, and critical thinking skills

Qualifications

Essential

• Computer Science, Business Information Management, or computer engineering degree, or equivalent

Desirable

• PMP or equivalent certification

Personal Attributes

• Highly organized with strong time management skills
• Analytical, initiative-taking, and adaptable to changing demands.
• Strong customer service orientation and teamwork focus
• Meticulous with a drive for process improvement.

Minimum Job Requirements

Essential

• Proven experience delivering end-to-end IT services within a program environment.
• Proven experience in understanding and implementing solutions to customer challenges while delivering world-class service.
• Demonstrated expertise in planning, evaluating, and implementing complex, integrated technology solutions. Ability to manage multiple projects, conduct needs assessments, design systems, select technologies, and oversee business continuity planning, auditing, and risk management.

Condition of Employment:

Successful outcome of a National Police Check

New Zealand working rights

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

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