Incident & Problem Management Lead (Service Reliability)

Kainga Ora; Christchurch; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Five weeks’ annual leave

Insurance package and other benefits

Flexible working arrangements

Career development opportunities

Job summary

Kāinga Ora is seeking a proactive Service Management Practitioner to focus on end-to-end incident and problem management. This role restores IT services rapidly, reduces recurring issues, and strengthens technology resilience by coordinating incident response and driving permanent solutions.

Within the Technology Operations directorate, you will lead cross-functional teams, monitor trends, and ensure ITSM processes align with best practices to improve service reliability and business outcomes.

Qualifications

• Experience in Incident and Problem Management, IT Operations, or ITSM within a complex technology environment.
• Strong knowledge of ITIL-aligned service management practices, including Major Incident, Problem, and Change Management.
• Demonstrated experience leading Major Incident responses, coordinating cross-functional technical teams, and managing stakeholder communications during high-impact incidents.
• Hands-on experience using ITSM tools to manage incident, problem, and change activities, with records, reporting and governance.
• Excellent analytical and problem-solving skills with a track record of root-cause analysis and sustainable improvements.
• A continuous improvement mindset with ability to identify trends and reduce recurring issues.
• Experience in regulated or public sector environments is advantageous.

Responsibilities

• Lead end-to-end IT incident and problem management to restore services promptly and minimise disruption.
• Coordinate and facilitate incident response activities, including major incidents coordination.
• Drive problem management to identify root causes and implement permanent solutions.
• Monitor incident/problem trends and provide visibility of systemic issues and improvement opportunities.
• Ensure consistent execution of incident/problem management aligned with ITSM best practices.

Skills

Incident & Problem Management

IT Operations

ITIL-aligned ITSM

Major Incident leadership

Change Management

Stakeholder communications

Analytical problem-solving

Continuous improvement mindset

Education

ITSM / ITIL certifications

Tools

ITSM tools

Job description

Kāinga Ora is seeking a proactive Service Management Practitioner to focus on end-to-end incident and problem management. This role restores IT services rapidly, reduces recurring issues, and strengthens technology resilience by coordinating incident response and driving permanent solutions.

Within the Technology Operations directorate, you will lead cross-functional teams, monitor trends, and ensure ITSM processes align with best practices to improve service reliability and business outcomes.