Head of Service Delivery

One New Zealand; Auckland; Hybrid; NZD 130,000 - 180,000; Full time

Benefits offered by this job

Flexible work from home

Subsidised health insurance

Lifestyle leave

Employee discounts

Job summary

One New Zealand is building an AI-enabled telco, seeking a senior leader to own Service Management across Enterprise and Government portfolios. You’ll drive governance, performance, and improvements while guiding a national delivery team.

The role emphasizes data-driven, proactive service delivery and stakeholder leadership. Join a growth-focused culture with flexible work options and strong diversity commitments, including Rainbow Tick certification.

Qualifications

• Senior leadership experience in telecoms or ICT with complex enterprise customers.
• Deep ITIL knowledge and ability to shape service strategy and operating models.
• Strong commercial/financial acumen with growth and cost-to-serve awareness.
• Proven ability to lead distributed teams and build leadership capability.

Responsibilities

• Own and lead the Service Management strategy, operating model, standards and governance.
• Drive high-quality customer outcomes, manage performance, risks and improvements.
• Lead a national Service Delivery team with clear accountability for results.
• Own the practice’s commercial performance including revenue and margins.
• Partner with Sales and account teams to protect and grow business.
• Strengthen service assurance using customer insight and data to fix issues.
• Shape the future of Service Management with ITIL, data, AI and automation.
• Act as senior Service Management authority, influencing other teams.

Skills

Senior leadership

Service Management

ITIL

Stakeholder management

AI & automation

Data analytics

Tools

ITIL framework

AI tools

Automation tools

Cloud platforms

Job description

He aha ai tātou – Why us?

At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand.

Kia renarena te taukaea i Aotearoa New Zealand.

Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.

He aha ai tātou – Why us?

At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand.

Kia renarena te taukaea i Aotearoa New Zealand.

Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.

Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.

Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.

"If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people."

Ko Tō Mahi – What You’ll Do

• Own and lead the Service Management strategy, operating model, standards and governance across One NZ’s Enterprise and Government customer portfolio.
• Drive consistent, high-quality customer outcomes, ensuring service performance, contractual commitments, risks and improvement priorities are effectively managed.
• Lead and develop a high-performing national Service Delivery team, building capability, capacity, succession and clear accountability for results.
• Own the practice’s commercial performance, including revenue, margin, cost-to-serve, forecasting and growth.
• Partner with Sales, Commercial and account teams to protect existing business, support renewals and grow value-led Service Management opportunities.
• Strengthen service assurance and continuous improvement, using customer insight and service data to address systemic issues and improve performance.
• Shape the future of Service Management, leveraging ITIL, data, AI and automation to create more proactive, efficient and experience-led services.
• Act as the senior Service Management authority and customer advocate, influencing Product, Technology, Operations and Delivery teams to achieve strong end-to-end outcomes.

Na Tōu Rourou - What You’ll Bring

• Proven senior leadership experience in telecommunications, ICT or managed services, leading service delivery across complex enterprise customers.
• Deep expertise in Service Management and ITIL, with experience shaping service strategy, standards, governance and operating models.
• Strong commercial and financial acumen, including revenue, margin, forecasting, cost-to-serve and growth.
• Demonstrated success leading and developing high-performing, geographically distributed teams and leaders.
• Strong executive customer leadership, with the confidence to navigate complex service issues, contractual commitments and competing priorities.
• Solid understanding of multi-service managed environments and how technology services come together to deliver an integrated customer experience.
• Ability to leverage data, digital tools, AI and automation to improve service performance, productivity and customer value.
• Exceptional stakeholder management and influencing skills, with the ability to drive outcomes across customers and cross-functional teams.

Nā Mātou Te Rourou – What You’ll Get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• Lifestyle leave, giving you the option to purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.