Title:  Enterprise Service Centre Operations Manager

Ko mātou tēnei – our organisation

At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.

We proudly 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 ki 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

As the Enterprise Service Desk Operations Manager, you are the heartbeat of our customer support experience. This role is a unique opportunity to shape how we deliver exceptional service across our organisation. You’ll lead a dynamic team, championing operational excellence and ensuring our tools, systems, and processes empower both our people and our customers.

You’ll be at the forefront of onboarding new products and services, driving continuous improvement, and owning the Incident Management Process with precision and care. With a strong blend of technical expertise and a passion for customer satisfaction, you’ll inspire a culture of accountability, innovation, and service excellence.

Ko tō mahi – what you’ll do

• Provide coaching and professional development opportunities to team members to enhance their skills and capabilities.
• Responsible for reporting including incident and request management, resource utilisation, 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.
• Develop a culture of continuous improvement right across the Enterprise Service Centre.
• Apply an AI led strategy to improve all ESC support functions.
• Manage the Incident Managers and oversee the incident management process, ensuring timely detection, resolution, and escalation of incidents to minimize business impact.
• Ensure all customers, products and improvements are onboarded to the highest standard ensuring Service Desk readiness.

Na tōu rourou - what you’ll bring

• Proven experience in service desk operations, with at least 2 years in a leadership role.
• 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.
• 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.