Smartcall is an Auckland-based telecommunications and internet service provider serving local communities across New Zealand. With over a decade of experience, the company offers affordable and reliable residential broadband, fixed wireless broadband, mobile plans, landline services, Mesh Wi-Fi, smart building solutions, and business communication and IT support. Smartcall focuses on professional service, practical connectivity solutions, and customer satisfaction.

Position Summary

The ICT Service Delivery Manager is responsible for overseeing the end-to-end delivery of residential telecommunications and smart home services, ensuring high service quality, operational efficiency, customer satisfaction, and continuous improvement across the business.

The role involves managing service delivery operations for fibre broadband, fixed wireless broadband, mobile services, and emerging home automation solutions, while coordinating with internal technical teams, vendors, carriers, and customers.

This position plays a key role in ensuring SmartCall delivers reliable, innovative, and customer-focused technology services.

 

Key Responsibilities

Service Delivery Management

* Manage the day-to-day delivery of residential broadband, fixed wireless, and mobile services.

* Monitor service performance, provisioning, activation, fault resolution, and customer experience.

* Ensure SLA targets and operational KPIs are consistently achieved.

* Coordinate escalations and major incident management processes.

* Improve service delivery workflows and operational efficiency.

Customer Experience & Support

* Oversee customer onboarding, installation coordination, and service activation processes.

* Work closely with customer support teams to ensure high-quality service outcomes.

* Develop strategies to improve customer retention and satisfaction.

* Manage complex customer cases and service escalations.

Network & Technical Coordination

* Coordinate with network engineers, field technicians, carriers, and third-party vendors.

* Assist with deployment and operational support of:

    * Fibre broadband services

    * Fixed wireless broadband

    * Residential Wi-Fi solutions

    * Mobile and SIM-based services

    * Smart home and IoT devices

* Support service quality monitoring and preventative maintenance initiatives.

Smart Home & Product Integration

* Assist in developing and operationalising SmartCall’s home automation ecosystem.

* Support integration between:

    * Home broadband services

    * Residential mobile services

    * Smart home devices

    * IoT platforms

* Work with product and technical teams to enhance connected home service offerings.

Vendor & Carrier Management

* Liaise with upstream carriers, wholesalers, and technology vendors.

* Coordinate service provisioning and fault management with external partners.

* Monitor vendor performance and ensure service commitments are met.

Operational Reporting & Compliance

* Prepare operational and service performance reports.

* Maintain documentation, SOPs, and operational procedures.

* Ensure compliance with company policies, health & safety, and telecommunications regulations.

 

Skills & Experience Required

Essential

* Bachelor’s degree or diploma in Information Technology, Telecommunications, Computer Science, or related field.

* Minimum 3–5 years’ experience in ICT service delivery, telecommunications, or managed services environments.

* Strong understanding of:

    * Fibre broadband technologies

    * Fixed wireless broadband

    * Residential networking

    * Wi-Fi systems

    * Mobile telecommunications services

* Experience managing service operations and customer escalations.

* Excellent communication and stakeholder management skills.

* Strong organisational and problem-solving abilities.

* Experience working with CRM, ticketing, and service management platforms.

Preferred

* Experience within ISP or telecommunications service providers.

* Knowledge of smart home technologies and IoT ecosystems.

* Familiarity with:

    * VoIP services

    * Router and CPE provisioning

    * Cloud-managed networking platforms

    * Home automation systems

* ITIL knowledge or service management certification.

* Project coordination or team leadership experience.

 

Personal Attributes

* Customer-focused mindset

* Strong leadership and coordination skills

* Ability to work under pressure in a fast-paced environment

* Proactive and solution-oriented attitude

* Passion for emerging technologies and smart home innovation

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