The Application Management team is part of our Microsoft & Cloud Solutions group. This is a widely diverse team of digital professionals who recognise that businesses maintain a competitive edge through their applications. Keeping this advantage takes business agility and continuous innovation. The team prides themselves on the optimal management and improvement of business as usual operations, and the flawless integration of innovation over the application lifecycle.


It is a lean operation using the latest development tools, technologies and agile practices that allow our clients to keep ahead of the game.


The Person

We are looking to build New Zealand’s leading services team and need someone that shares that vision. Customer obsession, along with exceptional delivery capability are a must, combined with ambitious aspirations to run it all. The Service Design Manager will be responsible for creating a right-sized / right fit service structure and operations model including overseeing Service Transition as project deliverable's close out and to ensure End to End Service Support and Service Delivery capability and processes are in place to meet business needs.


This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the cross functional delivery teams to achieve those expectations to a high standard. You will be an experienced Service Management professional, with ERP systems experience as well as expert knowledge of ITIL disciplines. You are thoroughly versed in Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines. Previous experience as a Team Lead or demonstrable experience in leading virtual / geographically dispersed teams is also beneficial, as well as managing 3rd parties and 3rd party delivered services.


The Role

You will be establishing (with the support of the Project and Operational teams) an appropriate Service Operation Model including a focus on:


  • Team Structures – both Transitional People, Existing Service Teams and New People Requirements
  • Vendors and Partners – OLA’s / SLA’s, Needs and requirements including service reporting
  • Incident Management & Escalation Classifications and Processes
  • Post Incident / Continual Service Improvement
  • Change Management Framework and Processes
  • Service Performance Measurement and Reporting
  • Service Transition Criteria’s and Planning (in conjunction with Project Cutover Planners)


You will also be responsible for:

  • Being the Service Champion and Advocate for both Project and Operational Delivery teams.
  • Lead service design workshops, driving consensus and efficient outcomes.
  • Work with the Design and Test teams to evolve standards that may impact service design and operation.
  • Provide regular and accurate management reporting on Service Design and early implementations
  • Where involved, effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes


The Company

People might call us dreamers, but we envisage a world that is improved by technology and its ability to transform our communities both locally and globally. We are an aspirational organisation that employs people passionate about technology, our customers and ultimately making the world a better place through the work that we do. We’re privately owned, and proud of our collaborative and un-process bound internal culture. Working at Datacom sees you join a global family of 5300 employees, across NZ, Australia, South-East Asia, the UK and the US. We value our staff and our size and scale means there is career progression available for everyone, even across our multiple geographies. Working out of award-winning, open-plan and collaborative offices, you will have access to free staff breakfasts, great coffee, a comprehensive insurance package and discounts at local gyms and retail outlets. The fact that we have multiple Xboxs, Sky TV and an awesome Friday drinks atmosphere, is just icing on the cake!