Operations Delivery Lead - Ticketing & Services

Marketplace; Wellington; On-site; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Five weeks' annual leave

Income Protection

Critical Illness Insurance

Flexible working arrangements

Job summary

NZ Transport Agency (NZTA) is seeking an experienced Operations Support & Delivery Manager to lead daily service operations of its Transport Ticketing & Payments function. The role is hands‑on, coordinating internal teams, specialists and vendors to ensure reliable, customer‑facing services and agreed SLAs.

You will manage suppliers, oversee incident responses, drive improvements and ensure readiness for changes and deployments, with a focus on delivering positive customer outcomes for public

Qualifications

• Strong experience leading technical service delivery operations.
• Extensive vendor/supplier management with SLA enforcement and remediation plans.
• Solid knowledge of ITIL service management disciplines.
• Experience with incident, problem, change, release and service‑assurance processes.
• Proven ability to lead major incident responses and coordinate cross‑functional teams.

Responsibilities

• Lead day‑to‑day technical service operations across internal teams, leveraged services and suppliers.
• Coordinate responses to incidents and service disruptions with NZTA Incident Management and vendors.
• Lead problem management and root‑cause investigations with corrective actions.
• 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.

Skills

ITIL service management

Vendor management

Incident management

Problem management

Change & release management

Leadership of ops teams

Job description

NZ Transport Agency (NZTA) is seeking an experienced Operations Support & Delivery Manager to lead daily service operations of its Transport Ticketing & Payments function. The role is hands‑on, coordinating internal teams, specialists and vendors to ensure reliable, customer‑facing services and agreed SLAs.

You will manage suppliers, oversee incident responses, drive improvements and ensure readiness for changes and deployments, with a focus on delivering positive customer outcomes for public