Are you a seasoned professional with a knack for navigating complex technical and contractual landscapes? Do you thrive on building strong customer relationships and ensuring seamless service delivery? Kordia is looking for a dedicated Service Delivery Manager to be the linchpin between our high-value customers and our operational teams.Ko ta matou mahi - About the roleAs the Service Delivery Manager (SDM) at Kordia, you'll be the primary operational interface for our clients. Your mission? To guarantee that our services are delivered as promised, optimally, and efficiently. You'll coordinate across all operational teams to ensure cohesive and effective service delivery.Ko to mahi – What you will doYour days will be varied but will usually consist of:Service Management: Provide specialized oversight of operational and technical processes, addressing issues and identifying improvement opportunities.Relationship Building: Foster strong connections with key customer stakeholders at various levels.Ongoing Management: Oversee and track the implementation and modification of solutions, ensuring adherence to bespoke contractual terms.Facilitation: Assist account managers by facilitating service change requests and spotting upsell opportunities.Project Transition: Support the seamless transition of projects from readiness to operational phases.Resource Alignment: Engage the right resources, securing engineering support and aligning cross-geographic teams.Risk Management: Manage risks associated with customer change requests, identifying service implications.Escalation Point: Serve as the escalation point for service delivery or operational issues.Reporting: Develop and maintain metrics, reports, and analysesNa tou rourou - What you will bringExperience: Over 5 years of relevant industry experience.Education: A tertiary qualification in IT management, service delivery, or equivalent experience.Certifications: Professional IT Service Management certifications (e.g., ITIL).Technical Understanding: Moderate knowledge of telecommunications technologies.Project Management Exposure: Familiarity with project management frameworks.Kordia delivers mission-critical technology and network solutions across New Zealand, Australia and the South Pacific. We specialise in the telecommunications, cloud transformation, cyber security, broadcast media and safety of life sectors and have been delivering innovative and reliable solutions to customers for over 60 years. Our culture and values encourage and reward those that are collaborative, trustworthy, humble, courageous and expert. If these values appeal to you, we can offer you an environment in which you will thrive.At Kordia, we believe every team member has a role to play in the overall success of the business, whether it is through our working relationships, technology or skills. Our culture and values encourage and reward those that are collaborative, trustworthy, humble, courageous and experts. We also offer:Learning and development budgets for professional developmentInternal career progression pathwaysA range of retail discounts and benefitsEnhanced parental leave entitlementsLife InsuranceEAP servicesGroup discounted medical insuranceMatched Employer superannuation contribution up to 5%Me pehea te tono - How to applyAll applicants be a New Zealand Citizen or Resident or hold a valid work visa to legally work in New Zealand immediately. (Please detail your visa status as part of the application process). Be willing to undergo police vetting and any other checks relevant to the role.We appreciate every application but due to the high volumes received, we will only be contacting candidates who meet the specified criteria and are selected for further consideration.
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