About the role

Company Profile

An established New Zealand organisation with a broad operating footprint and a clear mandate to improve customer experience and operational reliability. The culture is collaborative, pragmatic, and delivery-focused.

Why You’ll Love This Role

• Make a visible impact without people leadership
• Own SLAs, KPIs, service reviews, and performance reporting
• Improve incident, problem, and change practices across teams and vendors
• Work across applications, infrastructure, and service desk

The Opportunity

Play a central role in how technology services are delivered, measured, and improved for a large Dunedin-based organisation. You’ll coordinate outcomes across internal teams and vendors, turn metrics into action, and act as the escalation point that keeps services reliable.

The focus is on lifting service maturity formalising SLAs, embedding operating rhythms, and ensuring projects transition cleanly into BAU. If you enjoy structure, stakeholder engagement, and continuous improvement, this role will suit.

The Role

• Manage day-to-day service delivery and coordinate across internal teams and vendors
• Maintain SLAs and KPIs, run service reviews, and lead performance reporting
• Embed and continuously improve incident, problem, and change practices
• Act as an escalation point with clear, timely stakeholder communication
• Drive continuous improvement across processes, tooling, and ways of working
• Support service readiness and the transition of projects into BAU

Your Fit

• Proven service delivery experience in an ITIL-aligned environment
• Confident stakeholder engagement and vendor management skills
• Data-driven approach to metrics, trends, and executive-ready reporting
• Experience working with ITSM tooling
• Exposure to Agile/DevOps ways of working and service transition
• Relevant certifications (e.g. ITIL); degree or PMP an advantage

Apply Now
Keen to lift service outcomes without a people-leadership remit? Apply now.