General Manager, Global Service Operations

Tait Communications; Christchurch; On-site; NZD 180,000 - 280,000; Full time

Benefits offered by this job

Health insurance

Flu vaccinations

Additional sick leave

Onsite parking

Gym facilities

Café on site

Long service benefits

Active social club

Job summary

Tait Communications seeks a General Manager, Global Service Operations to evolve its service delivery model across global operations. Based in Christchurch or Wellington, you will lead a capable team, drive consistency and performance, and partner across regions, Engineering, Product, Logistics and Digital & Information Services to deliver excellent customer outcomes.

You will shape strategies, enhance customer experience, and build the operational foundations for scalable growth while ensuring

Qualifications

• Senior operational leadership experience in managed services, telecoms or critical-service environments.
• Experience leading geographically dispersed teams and 24/7 operations.
• Strong understanding of service delivery, SLAs and service assurance.
• Proven track record in standardisation and scalable operating models.

Responsibilities

• Lead global service operations and shape the future operating model.
• Drive performance, availability and reliability of customer networks and managed services.
• Establish global standards for delivery, monitoring, incident management and readiness.
• Partner with regional teams and other functions to improve service outcomes.
• Lead incident response and operational resilience across a 24/7 environment.
• Drive efficiency, manage budgets and identify cost-saving opportunities while maintaining service levels.
• Evolve the global service operating model to support growth and scalability.
• Improve repair, maintenance and RMA processes for better customer experience.
• Provide operational insights and strategic recommendations to senior leadership.

Skills

Strategic leadership

Managed services

Telecommunications

Stakeholder influence

Incident management

Operational budgeting

Continuous improvement

Education

Bachelor's degree in Engineering/IT/Telecommunications

Job description

Te Tūranga - The Role

As Tait continues to expand its global managed services capability, we're looking for a leader who can take an established operation and help shape its next chapter.

As General Manager, Global Service Operations, you'll be responsible for evolving our global service delivery model, driving greater consistency, efficiency and performance across our operations. Based in either Christchurch or Wellington, you'll have the opportunity to influence strategy, enhance the customer experience, and build the operational foundations that support future growth, all while leading a capable team responsible for delivering services that customers depend on every day.

Your key responsibilities will include:

• Leading Tait's global service operations function and helping shape its future operating model.
• Driving the performance, availability and reliability of customer networks and managed service environments.
• Establishing consistent global standards for service delivery, support, monitoring, incident management and operational readiness.
• Partnering with regional teams, Engineering, Product, Logistics, Supply Chain, Manufacturing and Digital & Information Services to enhance service performance and customer outcomes.
• Leading critical incident response and operational resilience activities across a 24/7 service environment.
• Driving operational efficiency, managing service operations budgets, and identifying opportunities to optimise costs while maintaining high levels of service performance and customer satisfaction.
• Leading the continued evolution of the global service operating model to support growth and scalability.
• Improving global repair, maintenance and RMA processes to deliver greater efficiency and a better customer experience.
• Providing operational insight, performance reporting and strategic recommendations to senior leadership.
• Fostering a culture of accountability, continuous improvement and customer-focused service excellence.

Ō Pūkenga - About You

You're an experienced operational leader who thrives in complex, customer-focused environments where reliability, service excellence and commercial outcomes go hand in hand. You enjoy bringing teams together around a common goal, balancing strategic thinking with operational discipline, and creating the conditions for people and businesses to perform at their best. You will bring:

• Significant leadership experience in managed services, telecommunications, technology operations, network operations or another critical-service environment.
• Experience leading geographically dispersed teams and supporting services that operate around the clock.
• A strong understanding of service management, operational performance, customer SLAs and service assurance.
• A track record of improving operational effectiveness through standardisation, continuous improvement and scalable operating models.
• The ability to build strong relationships and influence across technical, commercial and executive stakeholders.
• Strong judgement, resilience and a calm, measured approach when navigating operational challenges and critical incidents.
• A passion for developing high-performing teams and creating a culture of accountability, collaboration and customer focus.

Ngā painga - What’s in it for you?

We are an employer that is committed to making a difference for families and communities and supporting people to build rewarding careers. We achieve this through employing people who connect with our Values (Commitment to listen. Courage to Act and Integrity to Deliver) that underpin our way of working together. We are committed to investing in our people, developing both individuals and teams to support a high-performance culture.

• We prioritise your wellbeing through health insurance, annual flu vaccinations and extra sick leave in your first year.
• We provide a comfortable work environment through modern office facilities with free onsite parking, gym, and café.
• We recognise your commitment through long service benefits.
• We balance work with fun through our active social club!

About Us

For more than 50 years, Tait Communications has been designing, delivering, and supporting critical communications networks for public safety, transportation and utility customers around the world. Founded in Christchurch by Sir Angus Tait, we now have a network of customers and offices that spans the globe.

Our employees value being part of a creative team committed to providing technological solutions that make a real difference to the communities we support. By joining Tait, you'll be joining a community of people with a wealth of knowledge and expertise, who care deeply about their work and the genuine impact it has for our customers, and who support each other to grow and develop.

Diversity & Inclusion Statement

Tait Communications is committed to fostering a diverse, equitable and inclusive workplace where everyone feels valued, respected and empowered to succeed.

We encourage applications from all backgrounds to apply.