Lead and manage the service delivery team, ensuring efficient processes and a high-performance culture.
Oversee service performance to meet or exceed KPIs and SLAs, and provide regular reporting.
Serve as the primary contact for service-related matters, building strong client relationships and ensuring satisfaction.
Identify and implement strategies for service improvement and innovation.
Manage escalations and resolve service-related issues promptly.
Align service delivery strategies with business goals and contractual obligations.
Autotask Management: Oversee ticket workflows, prioritisation, and resolution within agreed timeframes. Provide insights and reporting from Autotask to support performance reviews.
Provide hands-on support to engineering teams, including remote and onsite assistance, helpdesk overflow, and network projects.

Proven experience in Managed Service Provider (MSP) environments with a strong understanding of service delivery frameworks, KPIs, and SLAs.
Autotask proficiency for ticket management, reporting, and workflow optimisation.
Strong leadership and team management skills with the ability to foster collaboration and high performance.
Excellent client engagement and communication skills.
Analytical mindset with the ability to interpret data and implement improvement strategies.
Hands-on technical capability to assist with IT support and infrastructure tasks.

Professional, proactive, and adaptable under pressure.
Strong organisational and planning skills.
Passion for technology and continuous learning.

Current and valid NZ driving licence.
Clean police record.
NZ Residency/ citizenship due to client requirements

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.