Josh Mackenzie Email & Phone Number

Pirongia, Waikato, Nz

New Zealand

In my role as Service Provider Outcomes Manager at Genesis, my journey has been driven by a passionate commitment to transforming how we approach IT vendor relationships. Steering away from the well-trodden path, I've championed a shift towards partnerships that thrive on deep collaboration and shared visions of success. This shift has not just been about changing our way of working; it's been about setting new benchmarks in operational excellence and achieving outcomes that were once thought to be beyond reach. A true testament to the strength of these partnerships is the open channel for feedback, where success is celebrated and shortcomings are openly discussed, enabling us to grow and excel together.Central to my strategy is our commitment to not only getting the best out of our partners but also being their best customer. This perspective shift is crucial, focusing on how we can enhance the partnership from both sides of the table. It's about reshaping the approach to our relationships with key partners, ensuring we are as invested in their success as they are in ours. This reciprocal approach has been pivotal in changing the dynamics of our interactions, fostering deeper trust, and driving collaborative success.

New Zealand

At Easy Crypto, I led the customer operations team in a cutting-edge blockchain environment. My responsibilities included orchestrating an efficient and effective approach to business process optimisation. This role combined my strong grasp of IT with customer support management, contributing significantly to improved operational performance and enhancing customer satisfaction, aligning with the dynamic needs of senior leadership in customer-focused industries.

New Zealand

In this role, I championed significant improvements in business processes and navigated complex change management initiatives. My commitment to leadership, team-building, and management fostered an inclusive and positive work environment. This role involved driving employee engagement and performance, directly impacting service delivery and client satisfaction, demonstrating skills vital for senior roles in customer operations.

Hamilton, Waikato, New Zealand

During my tenure at LearningWorks®, I managed critical projects focusing on cultivating client relationships and driving the successful completion of large-scale projects. My role involved collaborating closely with the General Manager of Business and Projects, where I was instrumental in creating and implementing new standards for project management. This experience highlights my adaptability and ability to manage diverse initiatives, key for senior project management roles.

Waikato, New Zealand

My role at The Instillery transcended traditional service management, where I passionately focused on customer engagement and enhancing experiences. I drove the implementation of effective change management strategies, focusing on business analysis and process improvements, crucial in raising our service quality. My hands-on approach in tailoring services to customer needs and market demands exemplifies the skills required for senior customer-focused management roles.

Waikato, New Zealand

In my role as Account Executive, I played a pivotal part in enhancing client relationships and expanding our client portfolio through innovative strategies and effective project management. My responsibilities included managing client accounts strategically, delivering solutions that aligned with clients' expectations and budgetary constraints. This role required a high level of collaboration with cross-functional teams, underlining my ability to manage and grow client relationships in senior roles.

The World

My two-year global journey as a traveller and blogger involved immersing in diverse cultures and sharing these experiences through engaging storytelling. This adventure showcased my adaptability, cultural insight, and effective communication skills. My ability to capture and narrate these experiences reflects the innovative thinking and global perspective valued in senior leadership roles.

Edinburgh, City Of Edinburgh, United Kingdom

In this role at Mudano, I contributed to the support of 'Sharktower', focusing on service support processes and client service models. My engagement in product development and stakeholder collaboration enhanced service quality.

Hamilton

In this role, I led the IT service desk, focusing on operational excellence and a customer-centric approach. I was responsible for leading priority one incident management and acted as the primary problem manager. My leadership propelled our operations to achieve ITIL maturity level 5 in key areas, demonstrating an in-depth understanding of ITIL practices and efficiency in implementing them, fostering a customer-oriented culture.

This role involved providing first and second-level desktop support, where I managed comprehensive after-hours support and played a critical role in network management. My early career experience here laid the foundation for my commitment to operational excellence and customer-focused service management, essential skills for senior roles in IT operations.

Hamilton

Hamilton

Safe Agilist, Scaled Agile Framework

Lean Six Sigma Green Belt

Mcitp Enterprise Desktop Support

Version Three Foundation, Itil