Service Delivery Manager

Service Delivery Manager

We're looking for a proven Service Delivery Manager to join our Digital Operations team and drive service excellence across a portfolio of critical digital services.

As a trusted advisor and leader, you'll ensure our digital services perform at their best and continue to evolve. You'll work closely with a diverse group of stakeholders including vendors, technical experts and senior leaders to lift capability, streamline processes, and guide us toward outstanding customer experiences. This includes:

• Monitoring and managing vendor performance, managing high-profile incidents, and leading service restoration efforts.
• Providing expert service management insights to Platform Leads and business stakeholders.
• Driving service transition activities and supporting projects that enhance or introduce digital services.
• Reporting on service health and leading initiatives that boost customer satisfaction.
• Championing operational excellence and contributing to service management strategy and frameworks.

You'll have the opportunity to work in a friendly and vibrant environment alongside other people who share your enthusiasm for service delivery. Occasional after-hours work may be required to assist with major incidents and ensure business continuity.

Appointment salary is from $131,659 to $168,231 commensurate to skills and experience.

Ideally you will bring:

• 5+ years' experience in service delivery or service management roles – including setting up a service delivery function and onboarding new managed service providers.
• Excellent vendor performance and contract management
• Experience managing network service providers and vendors.
• Strong experience using Microsoft, Cloud and mobility products
• Proven experience managing high profile incidents
• Experienced in support delivery using ITIL 4 framework
• Strong interpersonal skills which can be applied to internal and external stakeholder
• Confidence presenting technical concepts in a clear, accessible way.
• Ability to gather insights, analyse data, and use feedback to guide decisions.
• Experience designing and leading workshops, supporting business change, and championing continuous improvement.
• A collaborative mindset, resilience, and a strong appetite for learning and innovation.

Te Aukaha | Digital strengthens NZTA through supporting our people and delivering future-focused solutions. We enable digital change and provide quality data, information, and security services.

The Digital Operations team improve service offerings, support decision-making, and make it easier for us to do our work and for others to interact with us. We provide modern, fit for purpose digital, information and technology solutions for our people, partners, and customers, providing enabling systems and data.

Our employees enjoy working on a variety of projects and you will be working to provide the foundation for this work to continue for the good of New Zealand. We offer:

• Competitive salary and benefits package.
• Flexible working arrangements, including remote and hybrid options dependant on role.
• Along with our other benefits we also have 5 weeks annual leave and a free Life, Income Protection and Critical illness Insurance scheme available for all permanent employees.

Are you ready to take the next step in your career? We'd love to hear from you. Apply today and join our team and join our Digital journey.

Applications close: 22 March 2026

For further information, email: careers@nzta.govt.nz

To be considered for this position you must have a legal right to live and work in New Zealand.

Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.