Title:  Enterprise Service Centre Operations Manager

Ko mātou tēnei – our organisation

At One New Zealand, our purpose is to unlock the magic of technology to create an awesome Aotearoa. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders. 

We are delighted to announce that we have been awarded a #2 ranking in Randstad’s Most Attractive Employers in New Zealand within the IT and telecommunications sectors as well as being nominated as finalists for the 2023 Retail Employer of the Year Award.

We are also proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata.

“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

Ko tō tūranga – your role

The Enterprise Service Centre Operations Manager plays a pivotal role in ensuring the efficient operation of the Service Desk function within One NZ.

They are responsible for overseeing the day-to-day activities of the service desk team, ensuring tools are readily available, customers, products and services are effectively onboarded, owning, and improving the Incident Management Process, whilst maintaining high levels of customer satisfaction, and implementing strategies for continuous improvement.

This role requires strong leadership skills, technical expertise, and a customer-centric approach to service delivery.

Ko tō mahi – what you’ll do

• Provide coaching and professional development opportunities to your team.
• Responsible for reporting on various aspects including service desk performance metrics, incident and request management, resource utilization, training and development, customer feedback, vendor management, and continuous improvement initiatives.
• Monitor service desk performance metrics and KPIs to identify trends, areas for improvement, and opportunities for optimization.
• Implement best practices and standard operating procedures to streamline service desk operations and enhance efficiency.
• Lead the onboarding process for new customers, products, and services onto the service desk platform, ensuring a seamless transition and integration into existing workflows.
• Manage the Incident Managers and oversee the incident management process, ensuring timely detection, resolution, and escalation of incidents to minimize business impact.

Na tōu rourou - what you’ll bring

• Extensive experience in service desk operations, with proven leadership experience managing multiple teams
• Strong technical background in IT support and incident management.
• Demonstrated ability to lead and develop high-performing teams.
• Excellent communication, stakeholder management, and customer service skills.
• Proficiency in ITSM tools and process improvement methodologies (e.g., ITIL, BMC, ServiceNow).

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• 4% KiwiSaver employer contribution, an extra 1% more than the statutory minimum.
• Laptop, unlimited data plan, market leading cell-phone for business or personal use.
• Lifestyle leave where you can purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

At One New Zealand, we have a clear purpose to unlock the magic of technology to create an awesome Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.

Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.