Critical Situation Manager
Senior role in our business, taking ownership for management and improvement of the critical situations that impact our operational delivery
As part of our commitment to providing the very best of service to our customers, we constantly strive to ensure the services we provide are in alignment with and meet our customers’ business goals and strategies.
The Critical Situation Manager’s primary role is to provide management and recovery of issues that, due to their profile, the impact or duration has the potential to cause reputational, financial or unacceptable risk to Datacom or our customers.
The scope is broad and can include managing issues relating to the delivery of specific services, high priority incidents, significant security events, major risk, or any other event that requires direct senior management input.
The role operates at a senior level within Datacom, working alongside account team General Managers and Operations Managers and has direct engagement with customers’ leadership teams.
A key aspect of the Critical Situation Manager’s role is to avoid issues from arising in the first place. As part of the Operational Governance Team, you will work closely with our operational delivery teams to ensure they have the right processes/procedures in place. This ensures the stability of our customers’ environments and the ability to quickly recover if a high priority Incident does occur.
As part of our on-going service improvement plan you will also play an active role in the evolution of our services. Among these duties one specific responsibility is the mentoring of our delivery staff (in particular Incident Managers) to maximise the effectiveness of Major Incident Management across the Wellington Datacom business.
We are looking for:
- A solid background and understanding of operational delivery
- A broad understanding of IT infrastructure and applications to allow you to understand the technologies and services we provide/support
- Demonstrated experience in driving services innovation and improvement initiatives
- A proven track record in direct ownership and management of major Incidents and Problems
- The leadership skills to engage and lead diverse teams towards required outcomes
- Strong communication skills
Given the close working relationship with our customers, account and delivery teams, you’ll need to have the strong leadership, interpersonal and communication skills to build and manage relationships across a wide range of parties through to senior level managers, along with a strong solutions focus.
We're very proud of our organisation, so find out more about us and our achievements on www.datacom.co.nz.
If you’re interested in this opportunity, please apply on-line or call our recruitment team on
04 472 3386.
The recruitment for this role is being managed by Round Peg on behalf of Datacom.