Who we are: Flux Federation is a technology company, providing next generation billing software to energy businesses across New Zealand and Australia.
Our clients are large energy retailers in both C&I and Residential, here in NZ and in Australia.
We're owned by Meridian and have been around for 15 years, but we've only just begun our growth journey.
Our mission is to empower visionary companies who want to lead through the energy transition and help create a brighter future.
We're headquartered in Aotearoa | New Zealand , consisting of a fully remote, workforce of 120+ passionate and smart people Who we're looking for: We're on the lookout for an experienced Service Delivery Manager to join our team.
This role can be based anywhere in New Zealand.
The Service Delivery Manager leads a small team of people and together represents Flux to support our external clients when they have service requests, issues or problem management needs.
Meeting SLAs, having healthy client engagement and running a high performing, capable team are key internal deliverables.
You'll be responsible for total system support, including front-line triage and diagnostic activity, making sure issues enter and are tracked through the workflow process for resolution, and ensuring all client support SLAs are met.
Working with the wider business is crucial to Service Delivery's success, coupled with clear constructive communication with our clients on the resolution of issues.
Key Responsibilities will include: Build a high-performing, professional team that understands and meets Flux's SLA commitments to clients.
Understand and manage the correct triaging of service requests and issues in the context of Flux's client contracts.
Ensure appropriate coverage of the Service Portal, and manage 24*7 on-call support for clients in New Zealand and Australia.
Have oversight of incidents and issues and identify insights to action with the goal of reducing incidents volumes and providing Flux senior leader and executive reporting.
Build continuous improvement into the team's culture and service with a focus on advancing practices and efficiency that align with ITIL practices.
Be a consistent face to our clients and build strong client engagement between external clients and the service desk - client satisfaction metrics, escalations, formal reporting, working with the wider customer and product teams.
Understand our tooling, performance data, and proactively identify improvements that would reduce issue volumes, and engage the product team with the same.
Actively manage third party integrations to support first-class service delivery, including, Splunk, Raygun, Zendesk, and Jira Service Management.
Be the escalation point for major issues (high priority incidents) and oversee the post analysis reports to all stakeholders.
Manage your teams growth and development and provide training, coaching and mentoring where needed.
About you Key experience that we are looking for: At least five years leadership experience in team management and external service delivery, ideally in technology or energy (or equivalent experience or industry).
Excellent organisational and personal management skills, proven experience prioritising and juggling multiple workstreams, and the ability to plan and manage your own and your team's workload effectively.
Able to stay calm under pressure.
Strong, demonstrable, service ethic and excellent client communication written and verbal skills.
Track record of delivering consistent performance improvements in administrative tasks and incremental workflow processes.
Positive, enabling leadership ethic, with examples to share.
Software, preferably SaaS, and Agile experience.
A proven track record of delivering to SLA's, or similar service performance metrics.
Commitment to personal development, coaching and learning from others.
Demonstrable experience in IT operations and systems management.
ITIL experience and/or qualifications.
Jira or Zendesk reporting and analysis experience is ideal.
Why Flux?
Flux will connect you with amazing people from all walks of life and offer fantastic learning and development opportunities within a flexible and family friendly culture.
Alongside competitive salaries, we also offer: Flexibility in how you work - we truly believe in flexible working and are happy to discuss how this role works around your life.
Life insurance, income protection and serious illness cover.
Generous leave provisions including enhanced parental leave benefits, paid leave between Christmas and New Year, and the option to buy additional leave.
Enhanced employer contribution for Kiwisaver (match up to 4%).
Staff rates for electricity if you are, or become, a Meridian or Powershop customer.
An employee share scheme (permanent employees only).
A commitment to your wellbeing with access to wellness initiatives including fully funded Southern Cross healthcare and free EAP.
Make your mark on a growing organisation that's going places.
Apply today!
*Please be advised that Flux Federation does not accept unsolicited resumes from agencies.
We will not be liable for any fees associated with resumes submitted without prior written engagement from us to supply candidates for a specific position #J-18808-Ljbffr
