Full timeDowner Benefits + Attractive Salary (AUD)Downer is a significant player in the telecommunications industry within New Zealand. From cities to rural communities, from the Chatham Islands to Antarctica, our experts are delivering mobile and broadband coverage to keep communities connected. We are growing our business through delivering consistent service excellence and by developing inspirational leadership with our people and customers.Te kowhiringa | The OpportunityOur Work Management Centre (WMC) is a complex and technical dispatch environment restoring major outages, faults and facilitating planning and delivery functions across Telecommunications networks. Reporting to the WMC Manager, the Service Delivery Lead exemplifies exceptional customer service, client and customer management. This position leverages stakeholder relationships across internal and external functions to optimise workflow and deliver cost-effective support for the greater Telco NZ business. This opportunity would suit a relationship-oriented, pro-active Telecommunications professional looking to apply their industry knowledge in a unique and collaborative environment.Responsibilities include:Managing customer communications, expectations, and springboarding escalation resolutions to strengthen existing client relationships and WMC value perception.Manage schedules, risk, cost and track/report on progress to showcase continuous improvement strategies.Foster a collaborative, relationship, service-delivery oriented environment, promoting a culture of excellence.Pro-actively work with Design and Operations teams to anticipate pipelined works and improve upon preceding processes.Monitor and influence services to cost, schedule and scope parameters.Demonstrated experience within the telecommunications industry.Strong relationship building capabilities across client groups, finance, operational and field teams.Experience managing and coordinating large resource pools with multiple disciplines; performing as one team.Experience in a management or leadership position, ideally in a customer service focused call centre environment.Excellent communication, conflict resolution and influential leadership skills.What We Offer:The opportunity to build your professional career in a multi-disciplined business environment.Competitive remuneration and access to Downer benefits including health & wellbeing initiatives.A supportive leadership team who believe their teams are their biggest assets and ensure their people are recognised and rewarded for the work that they do.A supportive and dynamic team environment.A workplace that takes responsibility and accountability for the care and protection of peers, the business, the communities in which we operate, and the environment.Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.Me pehea ki te tono | How to apply:Applications will not be accepted via email. Please submit your application via the advertisement.
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