The opportunity
The National Service Delivery Manager is a senior leadership role accountable for supporting the Telco NZ national programmes and operations teams in the delivery and performance of reactive maintenance, operations & built/ project delivery, for all Downer telecommunications customers and workstreams (fixed line, mobile, wireless, engineering services).
What you’ll do
Specific role accountabilities include oversight of all work management and support services processes, providing field support and claiming services, job management support, KPI management, customer experience, and workforce management.
- Effectively manage and support a team of highly skilled support services staff
- As a core member of the Telco leadership team contribute to the development and implementation of key customer engagement strategies and service offering
- Lead business planning and improvement continuous initiatives
- Work with key business stakeholders to identify opportunities to improve productivity, reduce costs, and make the best use of the business’s resources
- Meet client expectations by communicating and reinforcing the correct customer service behaviours
- Translate data into useful information about performance and trends that will assist Telco operations groups with regards future business planning and strategies
What we offer
- Competitive remuneration with a significant ASX-listed company
- Structured career paths with the opportunity to work in different areas of the Utilities business, supported by a robust Commercial Operating Model
- A suite of health and wellness benefits and initiatives, including EAP Beyond Blue
- We are a Tier 1 ASX listed company with in-house capabilities that far exceed traditional contractor environments
Retail discounts with major retailers, Dell, Good Guys, Samsung, Specsavers & ANZ
What we’re looking for
- Team focused. Builds effective relationships to bring out the best in people and create strong morale. Empower others. Reputation of ‘team builder’
- Experience and or exposure within the Telco division is preferred
- Customer driven. Strong relationship management skills. Demonstrated influencing skills at a senior level. Proven commercial/business acumen. Ability to understand a complex and multifaceted business environment. Proven negotiation skills
- Managerial courage. Faces up to issues or situations quickly and directly action orientation. Takes initiative. Motivated by ‘getting things done’ as a result of personal effort. Takes unpopular stands if necessary
About Energy & Utilities
Downer's Energy & Utilities business unit is an integrated trans-Tasman team, providing services and solutions that connect communities to essential networks and infrastructure. We design, build, operate and maintain today's critical assets and networks, delivering complete services across the water, electricity, telecommunications, industrial and power generation sectors. Our expertise spans in-house technical smarts, specialist engineering, integrated OEM partners, and dedicated crews of qualified tradespeople.
Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.
How to apply
Click "Apply" to start your application. We look forward to hearing from you! Downer does not accept unsolicited resumes, fees, or costs from recruitment agencies, search firms, or third parties. Candidates are welcome to submit their applications via the advertisement.
