This is one of Datacom’s most established accounts. As a member of the management team, the Operations Manager will play a key role in the ongoing success of the account moving forward. You will be tasked with ensuring the services delivered across the broader customer base are delivered to the satisfaction of the client by making sure our operational delivery is efficient and robust, and meets required contractual and service levels.  The focus is on building and managing the necessary relationships to ensure our delivery teams meet the required outcomes, across a portfolio of IT services, within a changing and diverse environment. 
 
 We’re looking for real enthusiasm and passion for operational delivery excellence, a drive for outcomes, and a strong solution focus and tenacity. Your client engagement and relationship management skills will be second to none, as your ability to build trust and credibility both internally and externally will be essential to your success. The skills to understand the challenges and demands faced by our client from their customers and stakeholders, and the determination to drive our teams towards delivery of services that will help them achieve those required outcomes, is critical.
 
Key responsibilities will include:
  • Build trusted relationships with the Customer (Senior Management and Operations Teams) and Datacom teams to enable effective delivery and collaboration.  Represent Datacom at a number of governance forums, workshops and meetings.
  • Demonstrate understanding of the customer's technology landscape, operating model and processes.
  • Build effective and sustainable operating models and teams, drive a customer centric culture, increase overall customer satisfaction. 
  • Contribute to the overall account strategy, developing roadmaps and lead the execution of improvement plans across all delivery teams. 
  • Provide leadership to the account team, delivery and service management teams – drive best practice, support team / provide input in high severity incidents, grey area diagnostics and facilitate effective communication. Work with the relevant team to understand and address repeat issues, trends etc. 
  • Act as the escalation point both Datacom and the Customer for any issues that arise requiring technical leadership, oversight or engagement; specifically, non-standard incidents.

Operational responsibilities will include:

  • Acting as the Senior Service Delivery Manager for the customer account team 
  • Providing Technical leadership for DR or service continuity activities (including tests) for Datacom delivered services.
  • Lead and enable effective transition and new services and provide and provide input during the solution design phase of projects / service improvement initiatives – focus areas will include solution design, assessing impact on current state and commercials. 
  • Act as a technical delivery champion, representing the customer’s requirements in any dealings with Datacom’s delivery teams, becoming the customer’s trusted technical delivery advisor.

As such, we are looking for a driven and client focussed Operations Manager with a mix of the below:

  • A love of delivering great outcomes to the client and the passion to drive others to share the same vision of delivery excellence.
  • A proven understanding of operational delivery and governance, and how to ensure the right activities and disciplines are in place and complied to.
  • Proven track record of defining and implementing operating models, processes, procedures and improvement plans / roadmaps aligned to industry best practice.
  • Proven experience in defining and driving the account delivery strategy – taking the customer’s Strategy, Objectives and business drivers into account.   
  • The determination and drive to deliver the required outcomes and the tenacity and resilience to overcome whatever challenges are put in front of you.
  • An understanding of service delivery in challenging environments.
  • The ability to establish a full technical understanding of the customer environment.
  • And of course exceptional client and leadership skills, and the interpersonal and communication skills to facilitate, encourage and drive outcomes.
 
This role will give you an opportunity to showcase the superb client, leadership and operational delivery skills you have been developing over the years.
 
As a New Zealand-owned company, we have managed to maintain a small business feel that is often diluted in larger organisations. It’s our people that give Datacom its unique culture and that buzz you can feel from the moment you meet with us.
 
Our remuneration packages include a full suite of insurance benefits for you and your family, and we offer an interesting stream of work and clients, which allows plenty of growth for future development.
 
Please apply online. If you want to talk to us about working for Datacom please contact our recruitment team on (04) 472 3386 or [email protected].
 
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