Senior Manager - Support and Implementation

Lead transformation across global support operations

Build and empower high-performing teams

Hybrid role based in Sydney

Shape and transform how global support services deliver technology to the world’s biggest QSR brands.

About Fingermark

Fingermark™ is a global tech company headquartered in Hastings, Hawke’s Bay with locations and people based throughout New Zealand, Australia, Brazil, Philippines and the United States. For over 17 years it has been a world leader in digital transformation and leads the way in the development of Artificial Intelligence (AI) and associated hardware products for the Quick Service Restaurant (QSR) sector.

Fingermark designs, builds and deploys leading-edge digital technology solutions enabling operational efficiency, revenue gains and enhanced customer experiences. From AI software with real-time business analytics and consultancy through to kiosks and menu boards - Fingermark designs fit-for-purpose innovative solutions and ecosystems.

Fingermark are partnering with some of the world’s biggest QSR brands to deliver innovative solutions that transform how they do business. To help us deliver on our vision, we are looking for a highly capable and driven Senior Manager – Support and Implementation.

This is a hands-on leadership role with strategic reach - the ideal opportunity for someone ready to drive transformation and build the systems, people, and partnerships that will take Fingermark into its next stage of growth.

About The Role

As Senior Manager – Support & Implementation, you’ll take ownership of two critical delivery functions: our Support and Implementation teams. You’ll lead from the front, shaping how we deliver world-class service to our global customers, from rollout through to long-term support.

You’ll be a change-maker: developing structure, uplifting performance, and embedding processes that scale with our global customer base. You’ll act as a key escalation point for major clients, partner closely with technical and delivery teams, and ensure that what we promise, we deliver - reliably, consistently, and at speed.

This isn’t a maintenance role. It’s a transformation role for someone ready to lift capability, lead people through change, and make a lasting impact in a high-growth technology company.

What You’Ll Do:

You’ll lead and empower Fingermark’s Support and Implementation teams, ensuring projects are delivered on time, within scope, and within budget. You’ll drive service excellence by strengthening customer service desk systems, tools, and standards that support our expanding global footprint.

A key part of your role will be transforming and scaling the support model to ensure it’s robust, future-ready, and capable of meeting the needs of large enterprise clients across multiple time zones. You’ll lead major incident management activity including team rostering, escalation processes, communication, and post-incident reporting, maintaining the reliability and responsiveness our customers depend on.

You’ll also collaborate closely with contracted partners and account managers to deliver high-quality implementations and client support. As a trusted senior contact for key customers, you’ll provide leadership through complexity and ensure every interaction reflects Fingermark’s commitment to excellence.

About You

You’re a confident, forward-thinking leader with the ability to turn strategy into action. You know how to lift teams, systems, and service performance, and you thrive in a fast-paced, global technology environment.

You’Ll Ideally Bring:

• Proven experience leading support and implementation or field services functions within a complex tech or SaaS business (global experience a bonus)
• Strong operational leadership and stakeholder management skills
• A track record of transforming service delivery models and driving measurable improvement
• Experience leading incident management and escalation processes
• A customer-first mindset and the ability to build trust and deliver results
• Excellent communication and project management skills
• Previous experience within the QSR sector would be an advantage

Why Join Us?

This is an exciting time join the Fingermark team. We are in a growth phase with customers and opportunities in multiple global markets. They are in the business of providing next generation connected experiences utilising an effective combination of hardware and software. They aim to make it easier for people to lead their busy lives.

Fingermark strives for an exceptional company culture, and we look for people who are rockstars at what they do, matching our passion for solving customer problems with digital solutions.

That’S Why We Offer:

• Competitive salary 
• Ongoing professional development and career growth opportunities
• A supportive, dynamic environment that values balance and wellbeing

At Fingermark, we own it, stay brave and are customer obsessed. We’ve always got your back, and we never forget to have a laugh. These values drive our success and make Fingermark an incredible place to grow.

Ready to make your mark?

If you’re dynamic, caring, courageous, and ready to lead teams delivering world-class technology on a global scale, we’d love to hear from you.

Apply online with your CV and cover letter, or for a confidential chat, contact martin@engagers.co.nz