AI-Driven IT Service Delivery Leader

TVNZ; Auckland; On-site; NZD 120,000 - 160,000; Full time

Job summary

TVNZ is seeking a Service Delivery Lead to oversee the Service Centre and drive excellent IT service delivery across a 24x7 environment. You will champion ITIL processes for change, problem and incident management as well as end-user compute and meeting room technology.

You will partner with vendors and stakeholders, ensuring robust vendor management, budgeting and on-call coverage while exploring AI-driven improvements for reliability and cost optimisation.

Qualifications

• Demonstrated leadership across service delivery in a 24x7 environment.
• Solid knowledge of ITIL change, problem and incident management.
• Experience owning ITSM platforms (Jira Service Management, ServiceNow).
• Experience with end user compute and modern endpoint management (Intune, Entra ID).
• Proven vendor management and performance optimisation against SLAs.

Responsibilities

• Lead the Service Centre and ITSM practices to drive service performance and reliability.
• Own change, problem and incident management, end user compute and meeting room technology.
• Manage vendor relationships, procurement and 24x7 on-call coverage.
• Champion proactive service culture and the adoption of AI to optimise usage and cost.

Skills

Leadership

ITIL practices

ITSM governance

End user compute

Vendor management

AI adoption

Stakeholder engagement

Coaching & development

People leadership

Education

Bachelor's degree in Information Technology

Tools

Jira Service Management

ServiceNow

Microsoft Intune

Entra ID

Job description

TVNZ is seeking a Service Delivery Lead to oversee the Service Centre and drive excellent IT service delivery across a 24x7 environment. You will champion ITIL processes for change, problem and incident management as well as end-user compute and meeting room technology.

You will partner with vendors and stakeholders, ensuring robust vendor management, budgeting and on-call coverage while exploring AI-driven improvements for reliability and cost optimisation.