The Company
Gentrack is a publicly listed software company and 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
As the Service Delivery Manager, you will be responsible for a portfolio of Gentrack’s Managed Services customers. You will manage and lead teams of analysts who deliver excellent customer service, to contractual SLAs, on behalf of Gentrack’s Managed Service customers.
You will be an expert in the way Gentrack’s Managed Service customers businesses operate and what drives their success. You will leverage your extensive experience working in the service industry to implement creative business solutions, following industry best practice. You and your teams will work with the rest of the global Managed Services organisation that has teams located in Gentrack’s centres in New Zealand, Australia and India. Your success will be measured by:
- Consistently outperforming customer SLA targets while meeting the scope, quality, time, and budget requirements.
- Customer Satisfaction metrics related to Managed Service interactions.
- The implementation of automation which drives down manual work and reduces operational costs, while maintaining quality of service.
Your ability to attract, recruit, and onboard talent to build and maintain effective Managed Services team(s).
- Support initiatives run by the GSTF and demonstrate our company values by providing a clear commitment to environmental and social responsibility.
- Contribute through identifying/proposing local sustainable practices and ideas in accordance with our Sustainability Charter.
- Utilise our sustainability app by taking part in challenges and improving behaviors to be more sustainable.
The Specifics
- You will manage and lead teams to meet the scope, quality, time, and budget framework.
- You will be accountable for forecasting, planning, execution, monitoring, risk management, and achievement of the targets set for the customer portfolio —while also being responsible for the delivery of the scope within the agreed level of quality, timeframe, budget, and other agreed KPIs/SLAs.
- You will use your quality knowledge to predict risks (quality, timeline, and budget) and take necessary mitigation measures that lead to high-quality customer delivery and predictable operations.
- You will drive efficiency focus in your teams, identifying and working with engineering teams to deliver the automation of business processes in Gentrack’s core solutions, or through Robotic Process Automation (RPA) and other technologies.
- You will be able to display your in-depth technical and hands-on knowledge of business systems and processes, serving as a professional authority, and leading the team during adversity.
- You will act in collaboration with the Customer Success Managers of your customer portfolio to:
- be the communication and escalation channel for the Managed Services element of your customers broader Gentrack customer relationship.
- manage relationships efficiently and communicate with key stakeholders to ensure that the Managed Service is not only aligned with KPIs of your customer portfolio, but also adds value to their businesses.
- use knowledge of the Gentrack solutions set to proactively ensure customers are getting as much value from their technology as possible, presenting recommendations to customers as appropriate.
- You will present and lead the Managed Service segment of customer Monthly/Quarterly Business Reviews.
- You will ensure that the required customer reporting is produced accurately to agreed timescales.
- Attract, develop, and retain talent to build and maintain an effective team.
- Actively promote continuous improvement in team processes and practises.
- Ensure your direct reports receive regular feedback and coaching.
- Form strong, collaborative relationships across the business, particularly with, Customer Success Managers and Engineering managers and their teams
- Recruitment and training costs for teams.
- Support presales activities as required.
- To abide to the Compliance Policies and Procedures of the Company.
- Take reasonable care of your own and other people’s Health & Safety in the workplace.
- Report all incidents and hazards in your work or in your work environment that may be putting your or anyone else’s Health & Safety at risk promptly
- In addition to this you are required to carry out any other duties as reasonably requested by your direct line leader.
- Substantial experience as an operations or customer services leader in a relevant industry.
- Experience in Electricity, Gas or Water utility industries is highly beneficial but not essential.
- Previous experience in a software development environment
- Previous experience using or implementing Junifer CIS, Velocity, or similar enterprise CIS/CRM systems.
- You are passionate about delivering market leading customer service.
- You are a people person; you get a buzz out of seeing your teams achieve their goals and building up individuals so that they can grow and progress.
- You love data and combine it with your experience and intuition to solve problems.
- You’re an excellent communicator and can adjust your style so that you’re as relatable to team members as you are respected when engaging with senior customer stakeholders.
- Bachelor’s Degree in any career stream is preferred but not required.
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.
Applications close 14th Feb 2025
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