Service Delivery Manager Team Lead

• Do you want to work for a great company and have the freedom to make things happen?
• Do you want to feel like YOU really matter, and your input is valued?
• Are you passionate about leading people and helping them reach their potential?
• Do you thrive working within a fast-paced environment?

We are currently recruiting for a new Service Delivery Manager (SDM) Team Lead for our New Zealand based SDMs, based in Auckland, Wellington or Christchurch.
 
You will take on a team of high performing SDMs, and ensure  they continue to deliver to our exceptional standards. We need someone who is passionate about our customers and our people and  who is willing to go the extra mile to see that both are well looked after.
 
The successful candidate will be able to engage at all levels across the business and customer base. Experience in people management, support and service delivery would be a positive.
 
The role is not for the faint hearted, we need a strong player who will:

• Provide leadership, mentoring and support to team members with a focus on customer and business requirements
• To manage the workload of team members allocating tasks to reflect their level of experience and competencies
• Identify opportunities for improvements within the Customer Success Team and service to our customers
• Create a service orientated environment which delivers excellent customer service and drives high performance
• Work with the Customer Success Team Management to introduce new CST initiatives.
• Responsible for overseeing our contractual obligations for our support customers.
• Be the voice for the customer within Fusion5 to ensure the best outcome is achieved.
• Manage and support the administrative requirements of the team ensuring that contracts obligations are met and work orders and licenses are maintained
• Be able to provide leadership and guidance to other team members
• Be energetic and enthusiastic, with a desire to make an impact within a consulting and solutions environment
• Mentor staff through helpful, specific and timely feedback
• Provide clear direction and improve team processes and relationships 
• Be able to provide great service to large enterprise / corporate clients
• Ability to multitask and prioritise workload

 
The successful candidate will have the following:

• Ability to engage at all levels across the business and customer base.
• Experience in Service Delivery Management
• Previous experience in mentoring others
• Experience in working in a professional services environment
• A strong customer service focus, with a penchant for learning
• Excellent interpersonal, organisational and communication skills (written and oral)
• Excellent Customer Service skills
• The ability to provide great service to large enterprise / corporate clients
• Ability to clearly and succinctly present ideas in business-friendly and user-friendly language.
• Accuracy, attention to detail and highly organised.

What’s on offer

• Competitive salary package
• A focus on Employee Development, with regular sessions aimed at career progression
• Opportunities for training and professional development
• Annual company bonus scheme
• Hybrid working arrangements (ability to WFH 2 days per week)
• Additional perks including birthday leave, volunteer day, annual flu jabs, and more
• Regular social events and team activities to foster a vibrant work culture.

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