Operations & Service Delivery Lead – Tech & Vendors

NZ Transport Agency Waka Kotahi; Wellington; On-site; NZD 100,000 - 140,000; Full time

Benefits offered by this job

Competitive salary & benefits

Flexible working arrangements

Five weeks’ annual leave

Income protection & critical illness

Inclusive workplace & wellbeing

Job summary

NZ Transport Agency Waka Kotahi is seeking an experienced Operations Support & Delivery Manager to lead the day-to-day service operations of the Transport Ticketing & Payments function. You will coordinate internal teams, operational specialists and service providers to ensure priorities and service levels are achieved and supplier performance is managed.

The role focuses on maintaining a stable, reliable and customer-focused technical service, with hands-on operational leadership and

Qualifications

• Strong experience leading technical service delivery operations.
• Significant vendor and supplier management experience with SLAs and remediation plans.
• Deep knowledge of ITIL service management disciplines.
• Experience across incident, problem, change, release and service assurance management.
• Proven ability to lead major incident responses under pressure.
• Experience coordinating technical, operational, supplier and customer-facing teams.
• Understanding of how operations decisions affect end customers.

Responsibilities

• Lead day-to-day technical service operations across internal teams, leveraged services and suppliers.
• Coordinate responses to incidents and service disruptions with incident management 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 to strengthen service reliability and customer outcomes.
• Provide leadership and operational direction to direct reports and leveraged resources.

Skills

Vendor management

ITIL

Incident management

Problem management

Change management

Leadership

Stakeholder communication

Service delivery

Job description

NZ Transport Agency Waka Kotahi is seeking an experienced Operations Support & Delivery Manager to lead the day-to-day service operations of the Transport Ticketing & Payments function. You will coordinate internal teams, operational specialists and service providers to ensure priorities and service levels are achieved and supplier performance is managed.

The role focuses on maintaining a stable, reliable and customer-focused technical service, with hands-on operational leadership and