Senior Manager – Support and Implementation

Senior Manager – Support and Implementation

Join to apply for the Senior Manager – Support and Implementation role at Fingermark .

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

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.

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

• Lead and empower Fingermark’s Support and Implementation teams, ensuring projects are delivered on time, within scope, and within budget.
• Drive service excellence by strengthening customer service desk systems, tools, and standards that support our expanding global footprint.
• Transform and scale the support model to ensure it’s robust, future-ready, and capable of meeting the needs of large enterprise clients across multiple time zones.
• Lead major incident management activity including team rostering, escalation processes, communication, and post-incident reporting.
• Collaborate closely with contracted partners and account managers to deliver high-quality implementations and client support.
• 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

That’s Why We Offer

Seniority level : Director

Employment type : Other

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 on or

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