Backup & Recovery Services Manager

Role overview

This position leads the team responsible for delivering backup, recovery, and disaster recovery services with a strong focus on service ownership, operational control, and ongoing improvement. It blends hands-on technical knowledge with people management, governance, vendor coordination, and customer support.

The successful person will oversee day-to-day service performance, help shape capacity and infrastructure planning, support budgets and procurement, and act as a subject matter expert for customers and internal teams.

Service leadership and operations

• Own the backup, recovery, and disaster recovery services managed by the Recovery Services team.
• Keep backup and recovery services healthy through routine checks, monitoring, service improvements, and platform enhancement work.
• Ensure incidents, requests, and operational tickets are progressed in ServiceNow or a suitable ITSM system within agreed service levels.
• Serve as an escalation contact for incidents, service requests, and backup/recovery questions.
• Make sure change, incident, problem, and capacity processes are followed correctly.
• Lead problem management, including root cause analysis, post-incident review, and corrective actions.
• Build and maintain standard operating procedures and operational documentation.
• Confirm that security controls are applied, maintained, and reviewed across assigned services.
• Plan, run, and document recovery exercises, service audits, and disaster recovery tests on schedule.
• Support activation procedures for customer recovery or business continuity services when needed.

People leadership

• Coach, guide, and support team members in their day-to-day work and development.
• Set role expectations, performance goals, and annual review outcomes.
• Manage staffing, workload distribution, roster coverage, and project coordination so commitments are met.
• Approve timesheets and check that time entry records are accurate and aligned with business needs.
• Encourage accountability, ownership, knowledge sharing, operational excellence, and continuous improvement.
• Ensure succession and backup plans are in place for critical skills and key roles.
• Make sure team members are trained on services, tools, procedures, security requirements, and customer support standards.
• Support health and safety practices and contribute to a positive workplace culture.

Capacity, infrastructure, and service performance

• Oversee capacity and infrastructure management for backup and recovery platforms, including usage, growth, performance, and scalability.
• Use capacity reporting to support sales demand, onboarding, service growth, budget planning, and future capital needs.
• Ensure the infrastructure behind the services is monitored, maintained, and kept ready for customer use.
• Identify improvements in monitoring and tooling that increase efficiency, availability, and customer outcomes.
• Contribute to service roadmaps covering upgrades, lifecycle planning, product improvements, and infrastructure refresh work.

Customer and stakeholder engagement

• Work with customers when needed to build confidence in service quality, reliability, and recoverability.
• Provide expert input for customer questions, escalations, service reviews, and solution conversations.
• Collaborate with internal teams across sales, architecture, operations, and service delivery.
• Look for ways to improve customer experience, reporting, service quality, and service offerings.
• Represent the team professionally and build trust with customers and internal stakeholders.

Vendor, supplier, and procurement

• Build effective relationships with vendors and suppliers, including key backup and recovery providers such as Veeam.
• Coordinate vendor meetings, technical discussions, service improvement efforts, and escalation paths.
• Collect quotes, support ordering, and raise purchase orders for licences, hardware, support, and renewals.
• Track upcoming renewals and make sure procurement aligns with service, budget, and operational needs.

Governance, reporting, and finance

• Identify service risks, log them in the risk register, and work with management on prioritisation and remediation.
• Lead adherence to change enablement and governance requirements.
• Review and approve changes within assigned services, balancing quality, risk, and customer impact.
• Manage expense budgets and contribute to periodic forecasts for backup and recovery services.
• Provide input for forecasting licence renewals, hardware refreshes, support renewals, capacity expansion, and future capital expenditure.
• Contribute to monthly reporting on utilisation, growth, capacity, performance, risk, and service improvement measures.

Product, technical, and service improvement

• Offer technical and operational input into solution design, service architecture, product development, and customer design discussions.
• Contribute expertise to research and development of new backup, recovery, storage, cloud, and disaster recovery services.
• Recommend improvements to processes, systems, services, documentation, and tools.
• Prepare, update, and review technical, process, and operational documentation on agreed cycles, including specifications, SOPs, and recovery plans.
• Stay current with developments in backup, recovery, disaster recovery, virtualisation, cloud, storage, and infrastructure technologies.

On-call and general duties

• Participate in the on-call roster and carry out on-call duties in line with company policy.
• Hold a valid full driver’s licence where site visits or operational travel are required.
• Carry out other tasks as reasonably required by the business.

Requirements

• At least 5 years of technical experience in infrastructure, Windows Server, backup/recovery, disaster recovery, virtualisation, or managed services environments.
• At least 3 years of people leadership or team management experience, including coaching, performance management, resource planning, and service delivery oversight.
• Proven background in managing customer backup and disaster recovery solutions, including operational support, recovery planning, and service improvement.
• Strong practical knowledge of enterprise backup and recovery platforms, ideally including Veeam or similar tools.
• Experience using ITSM practices and tools such as ServiceNow, including change, incident, problem, and capacity management.
• Solid understanding of Microsoft Windows Server and the wider application stack.
• Working knowledge of virtualisation technologies such as VMware vSphere, vCloud Director, and/or Hyper-V.
• Basic understanding of networking concepts such as TCP/IP, DHCP, DNS, routing, VLANs, and firewall/security considerations.
• Exposure to storage systems, server hardware, and infrastructure monitoring/management platforms.
• Commercial awareness, including budgeting, forecasting, vendor coordination, quotation handling, and purchase order processes.
• Strong capability in documentation, reporting, stakeholder engagement, and customer communication.

Working conditions

This is a permanent full-time position based in Auckland, New Zealand. The source location references Taranaki, New Zealand, and the role may involve site attendance or operational travel.

About the employer

The hiring company is a fast-growing ASX-listed advisory and IT solutions business operating across Australia, New Zealand, Singapore, Hong Kong, and the USA. Its managed services arm delivers hybrid IT, private cloud, and connectivity services supported by long industry experience.

Benefits and culture

• Career progression through succession planning, internal mobility, and mentoring.
• Ongoing professional development, including support for industry certifications.
• Employee benefits, recognition, and wellbeing platform.
• Mental health support through an employee assistance program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral rewards with monetary incentives.

Diversity, equity, and inclusion

The company welcomes applications from people of all backgrounds, including veterans, Aboriginal and Torres Strait Islander people, people with disability, LGBTQI+ communities, culturally diverse candidates, and other underrepresented groups. It also recognises and supports veterans through a dedicated employer commitment.

Application notes

Applications must be submitted through the company’s careers page. Late submissions or email applications will not be prioritised, and applicants should ensure all required questions are completed. This recruitment process may also be used to build a talent pool for similar ongoing or temporary opportunities that may arise over the next 12 months. Recruitment agencies may only participate through the approved supplier process and agency portal; unsolicited submissions will not be considered.