Delivery Support Specialist

New Zealand Government; Wellington; On-site; NZD 101,000 - 137,000; Full time

Job summary

ACC in Wellington is seeking a Delivery Support Specialist to ensure critical IT services are understood, supported and delivered effectively. You will work across technology and business teams, provide proactive operational support, manage Level 2 production issues and drive continuous service improvement.

The role requires strong stakeholder relationships, clear communication and the ability to translate complex information into practical advice during incidents and disruptions.

Qualifications

• Experience in IT service delivery or service management environments.
• Strong stakeholder engagement and relationship management skills.
• Excellent written and verbal communication skills.
• Analytical and problem-solving capability with incident management experience.
• Experience with ITIL-aligned service management practices.
• Ability to stay calm and customer-focused during incidents and disruptions.
• Continuous improvement mindset and proactive service enhancement.

Responsibilities

• Provide proactive operational support across technology and business teams.
• Manage Level 2 production issues and contribute to incident and problem management.
• Drive continuous service improvement and clear stakeholder communications.

Skills

IT service delivery

Stakeholder engagement

Communication skills

Analytical thinking

ITIL service management

Incident management

Production support

Continuous improvement

Problem solving

Job description

Permanent | Wellington

Build trusted relationships across ACC and with key service providers. Resolve complex incidents and drive continuous service improvement. Keep ACC's critical services running through collaboration, technical expertise and clear communication.

About us | Mō mātou

CC is a trusted and high'performing organisation, providing care, supporting recovery and promoting injury prevention, now and into the future. You can find more about ACC and the work we do at www.acc.co.nz

About the role | Mō te tūranga mahi

As a Delivery Support Specialist, you'll play a pivotal role in ensuring ACC's business-critical services are understood, supported and delivered effectively from an Information Technology perspective. Working across technology and business teams, you'll provide proactive operational support, manage Level 2 production issues, contribute to incident and problem management activities, and drive continuous service improvement. Success in this role will come from your ability to build strong stakeholder relationships, communicate clearly, influence outcomes, and solve complex technical and operational challenges that help keep Kiwis safe at work, at home, and everywhere in between.

The appointing salary for this role is $101,287 to $137,035 based on experience. ACC offers a comprehensive benefits package which at present includes an advantageous superannuation scheme (9% contribution) with features like no mandatory employee contribution, optional life and income protection insurance.

About you | Mōu

You will bring: Experience working in IT service delivery, service support, operational support or service management environments. Strong stakeholder engagement and relationship management skills, with the ability to build credibility across technical and non-technical teams. Excellent written and verbal communication skills, with the confidence to translate complex information into practical advice. Strong analytical and problem-solving capability, with experience diagnosing issues and driving resolution through collaboration. Experience supporting incident management, problem management, production support or ITIL-aligned service management practices. The ability to remain calm, resilient and customer-focused when responding to incidents and service disruptions. A continuous improvement mindset and a proactive approach to identifying opportunities to enhance services and outcomes. You must hold New Zealand work rights at the time of application.

Working at ACC | Mō ACC

At ACC, we embrace the rich tapestry of Aotearoa New Zealand's cultures and are dedicated to providing equitable opportunities. We know that a diverse and inclusive team helps us meet the needs of our customers, and we encourage applications from individuals of all backgrounds, ethnicity, national origin, gender identity, age, and those with diverse abilities. It's important to us that people are free to be themselves at work. Here are some ways we encourage that: Employee networks to support our colleagues from diverse backgrounds. The option to explore flexible working that suits your needs and ours.