About the role

The Opportunity:

This established organisation is investing heavily in their IT infrastructure and service delivery capabilities. As they continue expanding their operations, they need someone who can elevate their service management practices whilst building strong relationships across the business. You'll have the autonomy to implement improvements, develop the team, and establish best practices that will define their IT service delivery for years to come. It's a rare chance to shape the entire service delivery function from a position of influence.

Company Profile:

Join a dynamic organisation that values quality service delivery and invests in their people. They maintain strong business performance whilst fostering a collaborative culture where innovation thrives. Based in the adventure capital of New Zealand, they offer an enviable work-life balance with access to world-class outdoor activities right on your doorstep!

The Role:

• Oversee end-to-end IT service delivery, ensuring alignment with business requirements
• Develop and maintain SLAs and KPIs that drive performance and accountability
• Act as primary escalation point, building trust through effective stakeholder management
• Lead, mentor and coach your Service Desk and Business Applications team
• Monitor service performance and identify opportunities for continuous improvement
• Manage service delivery risks whilst ensuring regulatory compliance

Your Fit:

• Strong technical background in IT infrastructure and service management tools
• Experience with IT service management frameworks (ITIL certification highly valued)
• Proven team leadership experience with excellent communication skills
• Experience with ITSM tools (FreshService, ServiceNow, BMC Remedy) preferred
• Background in agile/DevOps practices would be advantageous

If you're ready to lead IT service excellence whilst enjoying everything Queenstown has to offer, let's talk—apply now. For more information about this role please contact Jade jade@potentia.co.nz .