Manager Operations Support and Delivery

Waka Kotahi NZ Transport Agency; Wellington; On-site; NZD 140,000 - 190,000; Full time

Benefits offered by this job

Five weeks’ annual leave

Income protection

Critical illness insurance

Flexible working arrangements

Inclusive workplace

Job summary

Waka Kotahi NZ Transport Agency in Wellington is seeking an experienced Operations Support & Delivery Manager to lead the day-to-day service operations of our Transport Ticketing & Payments function. The role is hands-on, coordinating internal teams, operational specialists and service providers to ensure clear priorities, dependencies and agreed service levels.

You will monitor supplier performance, drive incident responses, lead problem management and ensure improvements are progressed

Qualifications

• Experience managing complex, customer-facing technical services.
• Vendor and supplier management experience with performance against SLAs.
• Strong ITIL knowledge and practical application.
• Experience with incident, problem, change, release and service assurance management.
• Proven ability to lead major incidents under pressure.
• Experience coordinating technical, operational, supplier and customer-facing teams.
• Understanding of how operations affect end customers in transport services.
• Experience using performance, risk and customer-impact data for decisions.
• Strong relationship management, communication and influencing skills.
• Experience leading people and coordinating direct, matrixed or leveraged resources.
• Public transport ticketing or nationally scaled digital service experience is an advantage.

Responsibilities

• Lead day-to-day technical service operations across internal teams, leveraged services and suppliers.
• Coordinate responses to incidents and service disruptions with relevant teams.
• Lead problem management and root-cause investigations with corrective actions.
• Assess operational readiness for changes, releases and deployments.
• Coordinate early life support and transition to business-as-usual operations.
• Monitor service health, risks, customer impacts and supplier performance.
• Provide leadership and direction to direct and indirect reports.

Skills

Technical service delivery

Vendor and supplier management

ITIL service management

Incident/problem/change/release/assur.

Major incident leadership

Cross-functional coordination

Customer impact awareness

Decision support with risk data

Relationship management & influencing

People leadership & matrix resources

Public transport domain advantage

Job description

## Manager Operations Support and DeliveryApply: Wellington: Full time: Posted Today: End Date: November 27, 2026 (13 days left to apply): JR-0000013813* Lead the day-to-day operation of a complex, customer-facing technical service* Manage suppliers and vendors to deliver reliable services and strong customer outcomes* Bring your ITIL expertise to a nationally significant transport ticketing environment**Te Whiwhinga mahi | The opportunity** We are looking for an experienced Operations Support & Delivery Manager to lead the day-to-day service operations of our Transport Ticketing & Payments function. This is a hands-on operational leadership role with responsibility for maintaining a stable, reliable and customer-focused technical service. You will coordinate internal teams, operational specialists and service providers, ensuring priorities, dependencies and responsibilities are clear and agreed service levels are achieved. A key focus will be managing our suppliers and vendors on a day-to-day basis. You will monitor performance against service levels and contractual obligations, lead operational reviews, address delivery issues and ensure agreed improvements and remediation actions are progressed. You will also: * Lead day-to-day technical service operations across internal teams, leveraged services and suppliers* Coordinate responses to incidents and service disruptions, working closely with NZTA Incident Management, technical teams and vendors* Lead problem management and root-cause investigations, ensuring corrective actions are completed* Assess operational readiness for changes, releases and new deployments* Coordinate early life support and transition into business-as-usual operations* Monitor service health, operational risks, customer impacts and supplier performance* Identify and implement improvements that strengthen service reliability and customer outcomes* Provide leadership and operational direction to direct reports and leveraged resources Critical to success in this role is your strong focus on the end customer, as well as your understanding how operational decisions, technical issues and supplier performance affect people using public transport ticketing and payment services. You will find out more about the role here: **Position Description****Ko koe tēnei | About you** You will be an experienced service delivery or operations leader with a strong background managing complex, customer-facing technical services. It is essential that you bring: * Strong experience managing technical service delivery operations* Significant vendor and supplier management experience, including managing performance against service levels, contractual obligations and remediation plans* Strong knowledge and practical application of ITIL service management disciplines* Experience across incident, problem, change, release and service assurance management* Proven ability to lead major incident responses and make sound decisions under pressure* Experience coordinating technical, operational, supplier and customer-facing teams* A strong understanding of how service operations and technical decisions affect the end customer* Experience using service performance, operational risk and customer-impact information to support decisions and improvements* Strong relationship management, communication and influencing skills* Experience leading people and coordinating direct, matrixed or leveraged resources Experience in public transport ticketing, payment services or another nationally scaled digital service would be an advantage, but it is not essential. As a person, you will be calm under pressure, commercially aware and comfortable holding suppliers and partners accountable. Equally, you will understand that successful service operations are ultimately measured by the experience and outcomes delivered for customers. You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi as it applies in the public sector. **Mō mātou | About us** Transport Ticketing & Payments is a shared services function within NZ Transport Agency Waka Kotahi. It is responsible for delivering the National Ticketing Solution on behalf of participating Public Transport Authorities and Transport Operators.The team manages day-to-day National Ticketing Solution operations, supplier and partner relationships, customer ticketing and payment queries, and assurance over the integrity of the solution and its partnership arrangements. Our Customer and Services group delivers transactional products and services through operational excellence and a strong customer focus. We work to make services simple, effective and easy to use, while continually improving the experience of people interacting with NZTA and our products. **Ka whiwhi koe i te aha | What you will get in return** This is an opportunity to play a key role in the operation of a nationally significant service that will help shape how people access and pay for public transport across New Zealand. You will work in a complex, evolving environment alongside experienced technical, operational, customer and commercial specialists. You will have the scope to strengthen service management practices, influence supplier performance and build an effective operational support capability. Along with our other benefits, we offer:* A competitive salary and benefits package* Flexible working arrangements (role‐dependent)* Five weeks’ annual leave* Income Protection and Critical Illness Insurance for permanent employees* A supportive, inclusive workplace with a strong commitment to wellbeingReady to take the next step from customer or service delivery into broader operational leadership? We would love to hear from you. Apply today and join our team going places. **Rā Katinga | Applications close:**26 November 2026For further information, email: [e-mail] be considered for this position you must have a legal right to live and work in New Zealand.Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.