Customer Delivery Manager Lower North Island

NZ Transport Agency Waka Kotahi; Wellington; On-site; NZD 134,000 - 178,000; Full time

Benefits offered by this job

5 weeks annual leave

Job summary

NZ Transport Agency | Waka Kotahi is seeking a Customer Delivery Manager to support Motu Move, a national public transport service, across New Zealand. You’ll lead relationships with Public Transport Authorities and partners to ensure responsive support and strong operational outcomes.

You’ll coordinate incidents, service requests, and stakeholder engagement across multiple organisations, driving continuous improvement and excellent customer experience.

Qualifications

• Relationship management and engagement with Public Transport Authorities and partners.
• Experience delivering services or customer outcomes in a complex operational environment.
• Ability to navigate competing priorities and coordinate across multiple teams.

Responsibilities

• Building and maintaining trusted relationships with Public Transport Authorities and stakeholders.
• Acting as the primary operational point of contact for partner organisations.
• Coordinating incident, escalation and service request activities across partners, suppliers and internal teams.
• Monitoring service performance and driving continuous improvement initiatives.
• Supporting regional partners through operational events and evolving services.

Skills

Relationship management

Stakeholder engagement

Operational service delivery

Issue management

Communication

Continuous improvement

Public transport knowledge

Te Ao Māori knowledge

Job description

Key Highlights

• Help shape the future of public transport across Aotearoa.
• Build trusted partnerships with regional transport authorities
• Wellington or Palmerston North location

Te Whiwhinga mahi | The opportunity

Motu Move is making public transport easier to use across New Zealand, creating a more consistent and accessible ticketing experience while supporting regional needs through a shared national platform.

As a Customer Delivery Manager, you'll play a key role in supporting the ongoing success of this nationally significant service. You'll work closely with Public Transport Authorities, operators, suppliers and internal teams to ensure our partners receive responsive support, strong operational outcomes and a positive experience as Motu Move continues to evolve.

This is an opportunity to join a growing service at an exciting stage of its journey, helping shape how we support customers and partners while contributing to a solution that will benefit communities across New Zealand for years to come.

As the primary point of contact for a portfolio of Public Transport Authority partners, you'll build trusted relationships and work collaboratively across a broad network of stakeholders to support service performance, operational excellence and continuous improvement.

You'll bring people together to solve problems, navigate operational challenges and ensure partners have confidence in the services we provide.

Key Responsibilities Include

• Building and maintaining trusted relationships with Public Transport Authorities and key stakeholders
• Acting as the primary operational point of contact for partner organisations
• Coordinating incident, escalation and service request activities across partners, suppliers and internal teams
• Monitoring service performance and driving continuous improvement initiatives
• Supporting regional partners through operational events, service changes and the ongoing evolution of Motu Move

You will find out more about the role here Position Description

We are seeking to appoint at a salary between $133,632 and $178,176 of band commensurate to skills and experience.

Ko koe tēnei | About you

You’ll be a relationship-focused professional who enjoys working with customers and stakeholders to achieve shared outcomes.

You may come from a customer delivery, account management, service management, customer success or operational leadership background, and will be comfortable working across multiple organisations in a complex environment.

You’ll Bring

• Strong relationship management and stakeholder engagement skills
• Experience delivering services or customer outcomes within a complex operational environment
• The ability to navigate competing priorities and coordinate across multiple teams
• Confidence managing issues, escalations and operational challenges
• Excellent communication skills and sound judgement
• A proactive mindset with a focus on continuous improvement and customer experience
• Experience within public transport, technology-enabled services or multi-vendor environments would be advantageous but is not essential.
• You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service.

Mō mātou |About Us

Te Mahau | The Customer and Services Group helps deliver a positive land transport experience by making interactions with Waka Kotahi products and services simple, easy to use and effective for users.

At NZ Transport Agency | Waka Kotahi, it all starts with our people. The organisation's performance and success depend on the people who choose to make this a great place to work and make a difference for Aotearoa. Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years’ time.

Ka whiwhi koe i te aha | What you will get in return

Joining NZTA will offer the opportunity to work on exciting and interesting programmes of work including our Motu Move which is making NZ public transport better for all of us.

5 weeks annual leave

We are offering a very competitive salary and benefits package including 5 weeks annual leave so, you’re ready to bring your expertise, courage, and collaborative spirit to a role that truly matters—apply now and help us move New Zealand forward.

For further information, email: [e-mail]

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.

Rā Katinga | Applications close:

22 September 2026

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