Head of Service Delivery — AI-Driven Service Excellence

Vodafone New Zealand Limited; Auckland; On-site; NZD 210,000 - 290,000; Full time

Benefits offered by this job

Southern Cross health insurance

Lifestyle leave

Discounts on One New Zealand products

Job summary

One New Zealand is seeking a Head of Service Delivery to lead strategy, performance, and evolution of Service Management across Enterprise and Government portfolios. You will drive governance, quality outcomes, and a sustainable growth pipeline while balancing commercial targets and customer value.

The role requires senior leadership, ITIL expertise, strong commercial acumen, and the ability to lead distributed national teams, shaping the future of proactive, experience-led services in a large

Qualifications

• 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.

Responsibilities

• 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.

Skills

Senior leadership

ITIL expertise

Commercial acumen

Distributed teams

Stakeholder mgmt

Executive client leadership

Data & AI

Multi-service env

Telecom industry

Job description

One New Zealand is seeking a Head of Service Delivery to lead strategy, performance, and evolution of Service Management across Enterprise and Government portfolios. You will drive governance, quality outcomes, and a sustainable growth pipeline while balancing commercial targets and customer value.

The role requires senior leadership, ITIL expertise, strong commercial acumen, and the ability to lead distributed national teams, shaping the future of proactive, experience-led services in a large