Senior Operations & Service Delivery Lead — Flexible Work

Waka Kotahi NZ Transport Agency; Wellington; Presencial; NZD 140.000 - 190.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Five weeks’ annual leave

Income protection

Critical illness insurance

Flexible working arrangements

Inclusive workplace

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

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

Descripción del empleo

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