Auckland, Auckland, New Zealand · On-site
We currently have an opportunity for a Service Manager. Join our team and play a key role in overseeing and enhancing the quality of service delivery of our teams as well as orchestrating complex, multi-layered operation…
Skills: Customer Service, Facilities Management, Contact Centre Operations, Call Centre Software, People Management
Auckland, Auckland, New Zealand · On-site
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Auckland, Auckland, New Zealand · On-site
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Skills: Leadership, Child Supervision, Behavior Management, Activity Planning, Communication
Auckland, Auckland, New Zealand · On-site
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Auckland, Auckland, New Zealand · On-site
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Skills: Customer Service, Shift Management, Sales Target Achievement, Staff Development, Food and Beverage Management
Auckland, Auckland, New Zealand · On-site
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Auckland, Auckland, New Zealand · On-site
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Auckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · Hybrid
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Fisher & Paykel AppliancesAuckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · On-site
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Auckland, Auckland, New Zealand · On-site
ACCIONA is a global company, leading in the development of regenerative infrastructure that creates a positive impact on society. Our workforce consists of more than 65,000 professionals, present in more than 40 countrie…
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Auckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · On-site
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Auckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · Hybrid
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Auckland, Auckland, New Zealand · Hybrid
Open up the world to those who want to see. whakatuwhera te ao ki te hunga e hiahia ana ki te kite Hello, Hej, 你好, Salut! At Flight Centre Travel Group (FCTG) our purpose is to 'open up the world for those who want to se…
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Oversee and enhance service delivery quality while orchestrating complex operational activities across the work order management value chain. Manage a cohort of team leaders to drive people change, process enhancements, and seamless customer activity flow.
Requires extensive experience in customer service and contact centre operations, preferably within Facilities Management. Must demonstrate strong leadership skills in people management, coaching, and leading teams through change programs.
We currently have an opportunity for a Service Manager. Join our team and play a key role in overseeing and enhancing the quality of service delivery of our teams as well as orchestrating complex, multi-layered operational activities across the value chain of work order management. Reporting to Operations Manager, you'll help deliver high-quality outcomes that support our essential services.
Te Kōwhiringa | The Opportunity
Downer Direct is an integrated operations hub that exists to provide a single, trusted point of contact for internal (Contract Managers and other contract team members) and external (customers and sub-contractors) stakeholders within our Social Infrastructure & Citizen Services business (SI&CS). Our purpose is to make access to services simple, reliable and responsive – connecting people to the right support at the right time. By combining compassionate service with operational excellence, Downer Direct strengthens trust between the business, our customers and our communities.
A core aspect of this role is Delivery Management, ensuring that the performance of the Operations Centre supports on the group contract execution and that the flow of activity from the centre to the customer is managed seamlessly, adhering to contract requirements. The individual in this role will manage a cohort of team leaders from different portfolios and will therefore play a critical role in leading the people change journey, providing input into process enhancements, culture initiatives and on the ground support for teams.
Nga pūkenga matua | Important Skills (experience required)
Experience in customer service environment preferably within Facilities Management.
Strong understanding and experience of contact centre operations, including digital channels.
Experience with use of relevant call centre software programs.
Demonstrated experience in people management - leading, coaching, mentoring, performance management etc.
Demonstrated problem solving ability (take ownership for actions and use initiative to get results).
Proven ability to lead teams through change programs.
Demonstrated ability to train, coach, lead and motivate a team.
Team development planning including performance review management, onboarding, goal setting and one-on-one coaching.
Driving staff engagement and promoting a positive culture through an evolving environment (leading through change).
Data interpretation and trend analysis of KPI’s and SLA’s.
More than anything, you’ll bring a strong work ethic, a positive attitude, and a commitment to delivering high-quality outcomes for our clients.
Ko wai mātou | Our Organisation
At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.
Ko te take ka parekareka e koe ki te mahi ki kōnei | Why you will enjoy working here
We’re proud of our high-performance culture and commitment to diversity, offering:
Training and development to support and diversify your career.
With 30% of vacancies filled internally you’ll find real opportunities to advance your career.
Perks@Downer: healthcare discounts, great savings on retail purchases, car purchases and much more.
Employee Assistance Program: professional support for you and your family when you need it most.
You want your work to matter and so do we. With over 26,000 people across Australia, New Zealand and the Pacific, our team is made up of individuals with unique perspectives, backgrounds, and ideas.
We know that diversity makes us stronger and we actively celebrate it through our commitment to inclusion and belonging.
We’re committed to building a team that reflects the diverse communities we serve and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals. Even if your experience doesn’t align perfectly with this role, we’d still like to hear from you. If it feels like the right fit, apply - potential counts, and so do you.
If you need support or adjustments through the recruitment process, just let us know, we’re here to help you put your best foot forward.
Me pēhea ki te tono | How to apply
Click "APPLY" and please include your CV. The reference number for this role is 733098.
We are committed to a safe working environment for everyone - all successful applicants will be required to undertake a pre-employment drug test, medical and a Ministry of Justice check prior to starting employment. If you need support with this requirement, please talk to our team.
Enabling communities to thrive
Enabling communities to thrive. It’s what we’ve done for more than 150 years. Solving problems. Making the extraordinary run smoothly every day. We’re keeping the lights on and the water flowing. Running the hospitals that take care of us. Delivering the transport that takes us from A to B. Maintaining communication networks that keep people connected. Helping our Government and Defence customers keep them protected. Delivering train fleets. Building bridges, roads and streets. Now we’re building momentum too. Moving forward even faster. Across Australia and New Zealand, we’re transforming the way we work. Unlocking our potential to lead by example. Using our passion and expertise to deliver complex projects and turn fresh ideas into solutions that make society a better place. Creating opportunities for our people, growth and value for our shareholders, and world-class solutions for our customers. Imagining. Innovating. Engineering. Enabling.
Offices: Triniti Business Campus, 39 Delhi Road, North Ryde, NSW 2113, AU · 130 Kerrs Rd, Wiri, Auckland, NZ · 130 Stirling St, Perth, WA 6000, AU · 567 Collins Street, Level 10, Melbourne, Victoria 3000, AU · 9 Modal Crescent, Canning Vale, WA 6155, AU
There are currently 928 open management & leadership positions in Auckland, New Zealand listed on Clera. New openings are added daily as companies post roles.
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