As New Zealand's largest telecommunications and digital services company, Spark's purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.We operate in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day, so we operate using Agile ways of working to allow us to meet the fast-changing needs of our customers. Agile replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers, communities, and all of New Zealand.About the Role:Our Service Delivery Manager will oversee the delivery of Hourua services to our customers and internally. As a Service Delivery Manager, you will play a crucial role in ensuring the smooth operation of our services, meeting service level agreements (SLAs), and driving customer satisfaction. You will work closely with internal teams, vendors, and stakeholders to identify customer needs, resolve issues, and continuously improve service delivery processes.Key Responsibilities:Service Delivery Oversight: Manage the end-to-end delivery of services, including service provisioning, maintenance, and support, to ensure alignment with customer requirements and SLAs.Customer Relationship Management: Build and maintain strong relationships with customers, serving as the primary point of contact for service-related inquiries, escalations, and account management.Incident and Problem Resolution: Coordinate the resolution of service incidents and problems, leading response efforts, conducting root cause analysis, and implementing corrective actions to minimise impact and prevent recurrence.Service Improvement Initiatives: Identify opportunities for service improvement and optimization based on customer feedback, industry best practices, and performance metrics, driving initiatives to enhance service quality and efficiency.Service Performance Monitoring: Monitor service performance against SLAs, KPIs, and targets, analysing trends, identifying issues, and implementing corrective actions to maintain or improve service levels.Change Management: Manage service changes, including requests, approvals, scheduling, and communication, ensuring minimal disruption to customer operations and adherence to change management processes.Vendor and Partner Management: Collaborate with vendors and partners to ensure the timely delivery and quality of services, managing relationships, contracts, and escalations as needed.Why Choose Us:Diversity and Inclusion: Te Kanorau me te Whakawhaiti maiAt Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be "how things are done at Spark", embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand's recovery and economic transformation. The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.Our people matter and we make sure we look after them. As a valued employee of Spark, we've got our people covered with a range of leading benefits including:Wellbeing: Comprehensive medical insurance, life and income protection. Access to wellbeing coaches, EAP and in-house Specialist Clinical support through our leading Mahi Tahi Wellness programme.Hybrid ways of working: for most teams at Spark this means being in the office for 4 days a week, and 1 day being flexible.Leave: in addition to four weeks annual leave, we offer purchased leave, enhanced parental leave support and study leave.Spark Credit: we provide permanent employees with $120 monthly Spark credit to use on any of our amazing products.Spark Share scheme: periodically we offer the opportunity to buy into our share scheme.Career development: access to an internal marketplace that connects employees with experiential, on the job learning across Spark.Due to the nature and urgency of this role, we are only considering applicants that are based in New Zealand with permanent residency, citizenship, or a valid work visa (with at least 18 months remaining).To download the position description, please sign in with your account.
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