About the role

The opportunity

This is a senior ICT service delivery role with real breadth. You’ll be responsible for keeping essential technology services stable, secure, and fit for purpose, while improving how ICT is delivered across the organisation.

You’ll lead day-to-day service performance, guide supplier relationships, support infrastructure resilience, and bring structure to governance, reporting, and continuous improvement. It’s a role for someone who enjoys making complex environments work better -not just through process, but through strong relationships, clear communication, and practical delivery.

Company profile

You’ll be joining a large, community-focused organisation in Ōtepoti Dunedin, where ICT supports a wide range of services used by people every day.

The technology function is collaborative, service-led, and focused on improving customer experience, operational resilience, and long-term capability.

The role

• Monitor ICT supplier performance against SLAs and KPIs 
• Oversee Service Desk operations across incidents, BAU, and problems 
• Manage onboarding, offboarding, and security access processes 
• Support infrastructure stability, upgrades, and disaster recovery planning 
• Lead contract governance and maintain ICT contract records 
• Contribute to CAB processes and change management practices 
• Analyse incident trends and improve customer satisfaction 
• Drive continuous improvement across ICT service delivery 

• Experience in ITIL-based service delivery 
• Experience leading Service Desk or ICT operations teams 
• Strong supplier, contract, SLA, and stakeholder management skills 
• Good understanding of cybersecurity, and access controls 
• Experience with application management in a complex environment 
• Comfortable developing processes, reporting, and service improvements 
• Clear communicator with a practical, customer-first approach