General Manager - Managed Services
Salary: $160,000 – $200,000 per year
About the role
The DTSL Group is one of New Zealand’s largest privately owned IT Companies with over 240 staff throughout New Zealand. Though it’s our practice to promote from within, present growth leaves us short of a top-level outcomes-focussed senior services person.
We deliver critical Information and Communications (ICT) services to government, education and commercial small to large organisations throughout New Zealand. Each DTSL Group company has their own market and value proposition - bringing our group closer together and leveraging the best of all for our customers has realised significant growth and you may be just the person to help us take the next step.
As part of our growth plan, we want to identify a new General Manager – Managed Services to work with our DTSL Group CEO and the Group Leadership to grow our managed, professional and network services business.
The new General Manager – Managed Services will be accountable for our managed services teams delivering our “Totality” managed services offerings. Additionally, this role will lead the formation and evolution of our Professional Services plus our LANWORX Networking offerings and team.
If you are looking to extend your career you will need a proven track record developing and maintaining key client relationships within large corporate, mid-market and government organisations, as well as managing relationships with ICT suppliers. You will have come through the ranks in technical and services roles maintaining currency and have skills and experience in developing and executing clear strategies. You will also be an excellent communicator and have great interpersonal skills along with a real passion for customer service.
This role continuously strives for operational excellence and efficiencies using all technologies available including automation tools and Artificial Intelligence. They define and implement frameworks, standards and policies, and support the adoption of organisational change and continuous improvement as required.
It is also a function of this role to identify key new service offerings and develop strategies and capability in accordance with industry direction that the Sales team can take to market. This role will keep the Group Leadership Team (GLT) and business up-to-date on trends, issues and emerging technologies and their applicability to the business.
This role is part of the GLT and provides support to the Group CEO in the delivery of efficient, effective and competitively functioned and priced services offerings within their portfolio. They will maintain a 'big picture' overview of Managed Services and dependant activities being readily available to support innovation.
Key responsibilities
Identify, develop and direct the implementation of the Managed Services business strategy and vision in line with market and industry change and DTSL's overall strategic goals
Negotiate, oversee and own all service delivery outcomes for Managed Services as defined through the contracting process including managing partner organisations
Plan and direct activities for development and operational management so as to meet agreed performance targets within budget and timelines
Provide necessary inputs into annual budget planning cycles, month end reconciliation and forecasting cycles to ensure that the Managed Services business performs to financial expectations
Maintain and exceed expectations around profit and loss performance for the Managed Services group
Work directly with customers and prospects to promote, bid for and win new business for Managed Services and the DTSL Group
Provide sales support to the Business Development team whereby assisting in the creating of new business proposals and qualification of new opportunities
Ensure customer satisfaction and expectation management as the senior point of customer escalation
Recruit, manage and develop team members, in line with DTSL Group practices ensuring that talent within Managed Services is adequately skilled to deliver on contracted obligations
Establish and maintain appropriate systems for measuring necessary aspects of operational management and performance along with the development of your department
About you
5 years experience of senior level customer relationships
Services Delivery & Managed Services Provider experience
Project and Financial Management experience
Team Leading / Personnel Management experience
Senior level direct involvement with sales
Degree or equivalence would be advantageous
IT Industry qualifications would be advantageous
Technical background would be advantageous
Company Director qualification or equivalence would be advantageous
Committed to continuous improvement and develops innovative and creative solutions that add value