SERVICE DELIVERY MANAGER - Email Security Solutions

Summary about this job

Detail information about job SERVICE DELIVERY MANAGER - Email Security Solutions. Terms and conditions vacancy

• Lead the service delivery of SMX, setting the overall direction
• Set delivery standards & KPIs for Service Delivery Team & monitor ongoing...
• Create, implement service delivery i.e entry, service, liaison, exit, transition

To apply you must live in NZ now, hold NZ Citizenship, NZ permanent residency, NZ work to residency or a full NZ work permit (anything else will not be considered).  (no exceptions)

SMX simplifies complex email solutions in the cloud.  We are New Zealand's leading cloud-based email hosting and security provider. A growing blue chip list of enterprise and government customers around the world trust their email security to SMX. We provide a fully-hosted, enterprise-grade email gateway with mail filtering, content control, data loss prevention (DLP) and archiving.

THE ROLE

The Service Delivery Manger role is a stakeholder facing role, requiring you to establish and manage for our clients.  You will enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. (this is not a management role, it does have not direct internal reports).   Your working relationships will be with SMX team, Vendors, Resellers and clients & prospecrtive clients.

ROLE RESPONSIBILITIES

Leadership

- Lead the service delivery of SMX, setting the overall direction for the team
- Set the delivery standards and KPIs for the Service Delivery Team
- Provide a customer view to the service delivery team
- Support the development of customer facing skills of the service delivery team
- Lead dispute resolution for the Service Delivery Team

Service Delivery Management / Development
- Create and implement all parts of the service delivery experience – entry, service, liaison, exit, transition
- Manage service delivery using an evidence informed approach to improve outcomes for clients
- Ensure service related documentation is accurate and kept up-to-date at all times
- Ensure quality of practice meets contractual requirements, legal obligations and organisational policy and procedures
- Coordinate and participate in monitoring, review and auditing processes related to service delivery
- Identify and communicate issues impacting on achievement of service delivery objectives and to continually improve services
- Work with the Service Desk Manager to implement relevant and meaningful processes to meet client expectations

Stakeholder & Account Management
- Develop and manage day-to-day relationships with clients and stakeholders supporting clients to achieve better outcomes
- Build and maintain long term relationships with customers and key stakeholders
- Provide input to the account management of SMX clients

Commercial and Reporting
- Manage operational budget activities for service(s) within area of responsibility.
- Provide accurate and timely service delivery reporting to the leadership team.
- Identify potential and actual risk, ensuring appropriate documentation, reporting and communication.
- Identify and develop key services and KPI's and create a mechanism for regular monitoring and reporting
- Use metrics as a tool for service improvement

"EXPERTISE REQUIRED" to be considered
- 5+ years’ experience in service delivery/desk management
- Degree qualified or equivalent experience
- Service delivery management experience in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Strong customer focus with commercial awareness and strategic thinking capability
- Ability to manage relationships across the IT team and broader organisation at multiple levels
- Strong negotiation and conflict resolution skills
- Excellent written and verbal communication skills – able to communicate effectively on technical and business issues

ABOUT YOU

• Exemplary customer service and service delivery skills - clients love to deal with you & you constantly receive positive feedback from clients!
• Customer focused and take ownership of an issue through to resolution, or know when to escalate an issue
•  Calm under pressure 'always', do not faze under difficult customer issues, act with the utmost professionalism 'always'.
• Develop exceptional trusting client relationships
• Sense of urgency, meticulous attention to detail, resilient, uses initiative, results driven professional while thriving in a fun, collaborative environment.
• Perform effectively and efficiently under pressure, always with a good positive attitude
• Your approach - If I don't know, I know where to look
• Highly organised and enjoy being part of a talented and creative team

SMX OFFERS YOU

A highly competitive salary package including healthcare, ongoing development, and training. You will work with a highly experienced and respected team. Our office is spacious, just off Queen St and we have a pool table. A flat management structure and an open culture where you can contribute directly to respected cloud products with thousands of end users around the world. We encourage work-life balance, we believe 40 hours means more enthusiasm.

SMX is an equal opportunity employer and we encourage qualified minorities and women to apply. 

Please email your current CV and details of your experience directly related to the role to [email protected]  M: 022 308 4259 P: 0800 769 769