ICT Services Delivery Manager
Description
Salary: $38 – $52 per hour
About the role
This is a management-level position combining ICT service delivery, operational planning, customer relationship management, vendor coordination, technology implementation and service improvement. The successful candidate will take ownership of service performance and operational outcomes rather than focus primarily on routine helpdesk support or hands-on installations. Reporting to the Managing Director, you will work closely with customers, technical support personnel, technology suppliers and telecommunications providers to ensure our services meet business requirements, agreed service commitments and customer expectations.
Key responsibilities
Plan, coordinate and oversee the delivery of managed IT services, Microsoft 365, cloud solutions, business networks, internet connectivity, telecommunications and AI technology.
Establish and maintain service delivery procedures, operational standards, escalation processes and service performance measures.
Monitor service requests, incidents, recurring issues, service availability and agreed service levels, coordinating timely resolution with technical personnel and service providers.
Act as the principal management contact for service delivery matters, escalated customer concerns and significant service disruptions.
Establish, monitor and review service level agreements (SLAs), key performance indicators (KPIs) and service commitments, where applicable.
Conduct customer service reviews, communicate service performance and coordinate corrective actions and continuous improvement initiatives.
Oversees the full lifecycle of ICT service delivery, making sure services meet agreed service levels and keep customers satisfied
Establishes and manages clear communication channels and processes so incidents are responded to and resolved quickly
Tracks and analyses service performance metrics to maintain quality standards and drive improvements
Manages relationships with third-party vendors, including negotiating contracts and monitoring their service performance
Plan and coordinate ICT service implementations, customer onboarding, technology deployments, system upgrades and service transitions.
Coordinate technology vendors, software providers, telecommunications companies, contractors and other service partners.
About you
A minimum of three years of relevant ICT industry experience, with demonstrated responsibility for coordinating ICT service delivery, technology operations, ICT projects or managed technology services.
Experience coordinating multiple ICT workstreams, technical resources, vendors and business stakeholders.
Demonstrated understanding of IT service management, incident and problem management, service requests, escalation procedures, service performance and SLA-based delivery.
Practical knowledge of Microsoft 365, cloud services, network security/firewalls, business networks, internet connectivity, IP Cloud Phone Network and end-user technology.
Experience in ICT implementation, technology deployment, change management, operational readiness or service improvement.
Ability to manage delivery schedules, risks, issues, procurement activities, supplier commitments and operational priorities.
Strong customer relationship management, stakeholder communication, analytical, organisational and problem-solving skills.
A bachelor's degree or higher qualification in Information Technology, Computer Science, Information Systems, Business Information Systems, IT Management or a related discipline; or equivalent relevant professional experience.
Ability to demonstrate management-level accountability for service outcomes, operational coordination, customer commitments and continuous improvement.
Legal right to work in New Zealand or ability to obtain appropriate work authorisation.
Benefits
An opportunity to take ownership of ICT service delivery across a range of business technology solutions.
A varied role combining operational management, customer engagement, vendor coordination and technology implementation.
The opportunity to contribute to service improvement, customer satisfaction and the development of managed ICT services.
A collaborative working environment with direct engagement with the Technical Director and external technology partners.
Work Hours: 35 -45 hours per week
About us
ICT360 provides business technology solutions, including Microsoft 365 and Data Centre and Cloud services, managed IT support, Enterprise Secured Network-Health-Link, Business Fibre, IP cloud phone systems, and IT equipment, including application support for retail technology solutions.