Service Delivery Manager
Gentrack Ltd (Global)
full-time
Posted on:
Location Type: Hybrid
Location: Auckland • 🇳🇿 New Zealand
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudITSM
About the role
- Apply your extensive ITIL knowledge to streamline service delivery processes, ensuring alignment with industry best practices and our clients' specific needs.
- Utilize your prior experience in the utilities or software sector to anticipate client challenges and proactively develop solutions that drive operational efficiency and customer satisfaction.
- Implement ITIL-based service management strategies to enhance the quality, reliability, and cost-effectiveness of our software solutions.
- Employ your expertise to optimize incident management, problem management, and change management processes, minimizing disruptions and maximizing system availability for our utility clients.
- Leverage your understanding of the utilities industry to tailor our software implementations, ensuring they address sector-specific challenges and regulatory requirements.
- Use your experience to foster a culture of continuous improvement, regularly assessing and refining our service delivery approach to stay ahead of industry trends and customer expectations.
- Develop and maintain strong relationships with key stakeholders in a key customer account
- Conduct regular client meetings to discuss service performance, address concerns, and identify opportunities for improvement
- Act as the primary point of contact for escalated customer issues
- Facilitate workshops and training sessions to enhance client understanding and adoption of our software solutions
- Manage the end-to-end service delivery process for key customer accounts
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related field
- 5+ years of experience in service delivery management, preferably in the software or utilities industry
- Strong understanding of the New Zealand utilities landscape and associated technologies
- Excellent project management and problem-solving skills
- Outstanding communication and interpersonal abilities
- ITIL certification preferred
- Proficiency in project management tools and methodologies
- Strong knowledge of software development lifecycles and best practices
- Familiarity with cloud-based software solutions and integrations
- Experience with Agile methodologies
- Excellent analytical & problem solving skills
- Stakeholder management
- Taking ownership of issues from outset to resolution
- Strong verbal and written communication skills
- Experience with Jira Service Management or similar ITSM solutions
Benefits
- Personal growth – in leadership, commercial acumen and technical excellence
- To be part of a global, winning high growth organization – with a career path to match
- A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos
- A competitive reward package that truly awards our top talent
- A chance to make a true impact on society and the planet
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
ITILservice delivery managementproject managementproblem-solvingsoftware development lifecyclecloud-based software solutionsAgile methodologiesincident managementchange managementcontinuous improvement
Soft skills
communicationinterpersonal abilitiesstakeholder managementanalytical skillsownershiprelationship buildingcustomer satisfactionproactive developmentworkshop facilitationtraining
Certifications
ITIL certification