Service Delivery Manager

The Company

Gentrack provides leading utilities across the world with innovative cleantech solutions. The global pace of change is accelerating, and utilities need to rebuild for a more sustainable future. Working with some of the world’s biggest energy and water companies, as well as innovative challenger brands, we are helping companies reshape what it means to be a utilities business. We are driven by our passion to create positive impact. That is why utilities rely on us to drive innovation, deliver great customer experiences, and secure profits. Together, we are renewing utilities.

Our Values and Culture

Colleagues at Gentrack are one big team, working together to drive efficiency in two of the planet’s most precious resources, energy, and water. We are passionate people who want to drive change through technology and believe in making a difference. Our values drive decisions and how we interact and communicate with customers, partners, shareholders, and each other. Our core values are:

- Respect for the planet

- Respect for our customers and

- Respect for each other

Gentrackers are a group of smart thinkers and dedicated doers. We are a diverse team who love our work and the people we work with and who collaborate and inspire each other to deliver creative solutions that make our customers successful. We are a team that shares knowledge, asks questions, raises the bar, and are expert advisers. At Gentrack we care about doing honest business that is good for not just customers but families, communities, and ultimately the planet. Gentrackers continuously look for a better way and drive quality into everything they do.

This is a truly exciting time to join Gentrack with a clear growth strategy and a world class leadership team working to fulfil Gentrack’s global aspirations by having the most talented people, an inspiring culture, and a technology first, people centric business.

The Opportunity

We are seeking an experienced Service Delivery Manager to ensure the successful implementation and ongoing software support and maintenance for our key utility clients in Australia. The ideal candidate will combine great stakeholder management & communication skills with broad technical knowledge and deep understanding of operational best practices and frameworks, such as ITIL, to drive value creation and achieve exceptional outcomes for our customers.

The Specifics

- Apply your extensive ITIL knowledge to streamline service delivery processes, ensuring alignment with industry best practices and our clients' specific needs.

- Utilize your prior experience in the utilities or software sector to anticipate client challenges and proactively develop solutions that drive operational efficiency and customer satisfaction.

- Implement ITIL-based service management strategies to enhance the quality, reliability, and cost-effectiveness of our software solutions.

- Employ your expertise to optimize incident management, problem management, and change management processes, minimizing disruptions and maximizing system availability for our utility clients.

- Leverage your understanding of the utilities industry to tailor our software implementations, ensuring they address sector-specific challenges and regulatory requirements.

- Use your experience to foster a culture of continuous improvement, regularly assessing and refining our service delivery approach to stay ahead of industry trends and customer expectations.

- Develop and maintain strong relationships with key stakeholders in a key customer account

- Conduct regular client meetings to discuss service performance, address concerns, and identify opportunities for improvement

- Act as the primary point of contact for escalated customer issues

- Facilitate workshops and training sessions to enhance client understanding and adoption of our software solutions

- Manage the end-to‑end service delivery process for key customer accounts

What we're looking for (you don’t need to be a guru at all, we’re looking forward to coaching and collaborating with you):

- Bachelor's degree in Computer Science, Information Technology, or related field

- 5+ years of experience in service delivery management, preferably in the software or utilities industry

- Strong understanding of the New Zealand utilities landscape and associated technologies

- Excellent project management and problem‑solving skills

- Outstanding communication and interpersonal abilities

- ITIL certification preferred

- Proficiency in project management tools and methodologies

- Strong knowledge of software development lifecycles and best practices

- Familiarity with cloud-based software solutions and integrations

- Experience with Agile methodologies

- Excellent analytical & problem solving skills

- Stakeholder management

- Taking ownership of issues from outset to resolution

- Strong verbal and written communication skills

- Experience with Jira Service Management or similar ITSM solutions

What we offer in return:

- Personal growth – in leadership, commercial acumen and technical excellence

- To be part of a global, winning high growth organization – with a career path to match

- A vibrant, culture full of people passionate about transformation and making a difference -with a one team, collaborative ethos

- A competitive reward package that truly awards our top talent

- A chance to make a true impact on society and the planet

Gentrack want to work with the best people, no matter their background. So, if you are passionate about learning new things and keen to join the mission, you will fit right in.

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