Service Delivery Manager

Ko mātou tēnei – our organisation At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders. We are delighted to announce that we have been awarded a #2 ranking in Randstad’s Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award. We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau. Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata. “If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.” Ko tō tūranga – your role As a Service Delivery Manager, you will build strong service relationships, ensuring seamless alignment between One NZ, customers, and third-party services. With a deep understanding of your customer’s business and One NZ’s teams, processes, and tools, you’ll drive the delivery of reliable, high-performing services that exceed expectations. Your role includes aligning resources for exceptional service outcomes, leading effective governance, and championing improvements in underperforming areas to deliver outstanding results for both the customer and One NZ. Ko tō mahi – what you’ll do

1. Build and grow relationships both internally and with the customer to deliver trust, simplicity and speed.
2. Represent One New Zealand through onsite presence, being the key contact for service delivery opportunities.
3. Develop and maintain a wide array of internal and external networks, proactively removing barriers to create teamwork amongst diverse groups.
4. Establish a high-performing virtual service team with clear accountabilities.
5. Lead the customer focus in all restorative and resolution activities in a collaborative manner, ensuring all stakeholders clearly understand the impact on the customer’s services, business, and customers.
6. Employ a strong pragmatic approach to incident and event management (24/7), particularly under pressure.
7. Ensure that One New Zealand customer and 3rd party services and resources are all aligned to enable successful service delivery outcomes for the customer and for One New Zealand.
8. Lead effective governance, e.g., identification and improvements for poor performing service areas.

Na tōu rourou - what you’ll bring

1. Ideally, you will have proven experience working in a Service Delivery role or a very similar position.
2. You will have strong communication and relationship-building skills and be confident presenting and influencing stakeholders across large organisations.
3. Proven track record of proactive and continual improvements in performance.
4. Mentally strong and resilient, inspiring perseverance in others.
5. Experience with vendor/partner level relationships.
6. Calm and effective under pressure.

Nā mātou te rourou – what you’ll get

1. One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
2. A fully subsidised Southern Cross health insurance cover for you and your family.
3. 4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.
4. Laptop, unlimited data plan, market-leading cell-phone for business or personal use.
5. Lifestyle leave where you can purchase an extra week or two of annual leave.
6. Discounts on One New Zealand products, services, and much more!

At One New Zealand, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa. Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa. Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā. We stand to uplift, to support and to elevate others. #J-18808-Ljbffr