Associate Director, Digital Service Operations & Transformation

The University Of Waikato; New Zealand; On-site; NZD 150,000 - 210,000; Full time

Job summary

The University of Waikato invites a seasoned technology leader to join ITS as Associate Director Service Operations. You will steer digital service operations, drive continuous improvement, and lead ~20 FTE across the Service Desk, Service Delivery and ICT Procurement.

The role emphasizes ITIL practices, procurement governance, and strategic vendor partnerships to deliver reliable services for staff, students and visitors.

Qualifications

• Minimum of 10 years' senior experience in digital operations or service management.
• Experience managing budgets, contracts and leading technical teams.
• Bachelor's degree in a relevant discipline, or equivalent professional experience.
• Strong communication and negotiation skills with the ability to influence across levels.

Responsibilities

• Lead digital service operations and drive process improvements across a large organisation.
• Lead high-performing service teams and influence digital direction.
• Oversee operational ICT procurement and vendor relationships.
• Ensure service management practices (incident, problem, knowledge, change) are fit for purpose.
• Collaborate with CIO and ITS leadership to shape secure, resilient digital services.

Skills

Leadership

ITIL knowledge

Vendor management

Stakeholder engagement

Budget management

Change management

Communication skills

Customer focus

Education

Bachelor's degree

Tools

Contract management tools

Procurement tools

Job description

The University of Waikato invites a seasoned technology leader to join ITS as Associate Director Service Operations. You will steer digital service operations, drive continuous improvement, and lead ~20 FTE across the Service Desk, Service Delivery and ICT Procurement.

The role emphasizes ITIL practices, procurement governance, and strategic vendor partnerships to deliver reliable services for staff, students and visitors.