IT Service Management Lead: Incidents & Problems

Homes and Communities; Wellington; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Five weeks annual leave

Range of insurances

Flexible working

Career development

Job summary

Kāinga Ora - Homes and Communities in Wellington seeks a proactive Service Management Practitioner to manage IT incidents and problems, restore services rapidly, and strengthen system resilience.

You will coordinate incident response, lead root cause investigations, and drive permanent solutions while aligning with ITSM best practices.

We offer five weeks' annual leave, a generous benefits package, flexible working, and career development opportunities.

Qualifications

• Proven experience in Incident and Problem Management within a complex IT environment.
• Strong knowledge of ITIL-aligned service management practices including Major Incident, Problem, and Change Management.
• Experience leading Major Incident responses and coordinating cross-functional teams.
• Hands-on use of ITSM tools with accurate records, reporting, and governance.

Responsibilities

• Lead end-to-end management of IT incidents and problems and restore services quickly.
• Coordinate and facilitate incident response activities, including major incidents.
• Drive problem management and implement permanent root-cause solutions.
• Monitor trends and provide visibility of systemic issues and improvement opportunities.
• Ensure consistent execution of ITSM processes aligned with best practices.

Skills

Incident management

Problem management

IT Operations

ITIL practices

Major incident management

Stakeholder communications

ITSM tools

Tools

ITSM tools

Job description

Kāinga Ora - Homes and Communities in Wellington seeks a proactive Service Management Practitioner to manage IT incidents and problems, restore services rapidly, and strengthen system resilience.

You will coordinate incident response, lead root cause investigations, and drive permanent solutions while aligning with ITSM best practices.

We offer five weeks' annual leave, a generous benefits package, flexible working, and career development opportunities.