Operations and Technical Manager

Location: Auckland
Department: IT
Date Posted: 2019-01-16
Work Type: Permanent - Full Time

We have built an exceptional business unit here at Ricoh, but the team is having to work harder and harder to keep up the high standard we have. We need someone to shore up the foundations, so we can continue to grow successfully.

Purpose

The Operations and Technical Services Manager’s primary duty is to be responsible for operational quality and performance across the ITS technical teams, including the Service Desk, Project Management Office, Service Delivery and all Engineers/Architects.

Responsibilities

  • Actively participate in the strategic direction of Ricoh ITS
  • Manage ITS profitability against contracts
  • Achieve customer contracted SLA
  • Grow high performing operational teams
  • Ensure the teams are delivering excellent customer and technical service to Ricoh NZ customers
  • Define key deliverables, metrics, targets and reporting for the delivery teams, including customer service measures, team/individual performance measures and recruitment triggers
  • Build and maintain relationships with key customers
  • Engage in the sales cycle
  • Be the final point of escalation for all operational and delivery issues

Skills and Experience

The Operations and Technical Service Manager will have good knowledge of the technologies delivered by the ITS department. In addition you will have/be:

  • Significant experience in a similar role with a Services vendor
  • Demonstrated ability to deliver the responsibilities required
  • Solid understanding of Service Delivery methodologies (ITIL, Agile, Waterfall etc)
  • A strong customer service and delivery focus
  • Analytical and logical approach to problem solving
  • Excellent written and verbal communication skills
  • Experience managing high performing teams
  • Good commercial knowledge including an understanding of ITS contracts, finance and budgets
  • Excellent organisational and planning skills

A bit about us

You’ll be joining a team that pride themselves on being at the top of their game. Ricoh is a global technology company currently undergoing rapid growth – it’s an exciting time to join us and we’d love to hear from you -apply online today!

Ricoh is an equal opportunities employer. Should you require any adjustments/assistance to participate equitably in the application process, please call on 09 368 6050. We are happy to consider and make adjustments accordingly