Enlighten Designs exists to deliver exceptionally designed, innovative and customer-focused technology solutions.
We're on the lookout for someone to join our Web and Managed Application Services practice to help manage Enlighten's support offerings across a wide-range of clients to both manage risk and help our clients realise and unlock value from their solutions.
This role is the owner and manager of Enlighten's support offerings, both in active management of existing agreements as well as developing and evolving support offerings to continue to meet our customer's needs. You'll actively work with both Sales and Marketing to listen to client feedback and actively work across the practice, helping our clients to realise and unlock value from their solutions.
Your excellent communication abilities, both written and verbal, mean you easily communicate requirements back to different audiences in a way they understand and appreciate. Customer-focused engagement and outcomes are key motivators, and you know what it takes to work effectively with a range of teams and business stakeholders to achieve collective success.
We are looking for someone who is a keen multi-tasker and a self-starter who'll thrive in a dynamic, fast-paced, technical environment.
You must have:
ITIL certified
5 years+ experience in IT Service Delivery Management / Solution Delivery Management; particularly with respect to handling service boundaries and communications protocols / processes
Experience of Service Delivery Management in a vendor environment
Project management experience and familiar with project management methodologies
Skilful problem solver
Experience with Azure technologies and with CMSs
Strong verbal and written communication skills
Highly organised and able to keep track of multiple service delivery engagements
Strong Customer facing skills, negotiating skills and a high degree of commercial acumen
Technically minded with architectural knowledge of how solution components work together to deliver business value
Experience in software development and development methodologies (both agile and waterfall)
Proven experience implementing new processes and delivering process improvements
Proven track record of being able to work autonomously and adaptable to change
Key responsibilities:
Continually improve delivery processes to ensure consistent delivery to internal and external clients
Actively collaborate with Account Managers in the operational management of client accounts. This should focus on maximising client value, as well as the identification of relevant offerings and services based on operational knowledge.
Own SLA and Support agreements completing cadence reporting and attending review meetings – with the purpose of providing continuous improvements to the way Enlighten assures solution functionality and evolution.
Evolve support tools to meet the needs of the business, including reporting tools and forecasting / planning outcomes (capacity plans and "thought leadership" outcomes that add value to client engagements).
Offer customer relationship guidance to ensure client value is delivered via all engagements
Work collaboratively with Account Managers and other client stakeholders in assuring customers are the right fit for Enlighten and that relationships are "win-win" (i.e. both Enlighten and Enlighten's clients are better off for doing business with each other)
Work collaboratively with Marketing to iterate and improve support products based on market feedback
Incident/Problem owner for high priority events
By way of the above activities, assist Enlighten in meeting sales and billing targets
You can read more about our work at www.enlighten.co.nz . If this feels like the new challenge you've been looking for let us know why you're a great fit for this role.
Candidates must have legal right to work in New Zealand at the time of applying. Salary range: $100,000 - $110,000. Minimum hours 40hrs/week.
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