Service Delivery Lead

Evolve Recruitment Group; Auckland; Hybrid; NZD 140,000 - 190,000; Full time

Benefits offered by this job

Hybrid working environment

Initial 6-month contract

Extension likelihood

Job summary

Evolve Recruitment Group in Auckland leads a critical transformation programme as a Service Delivery Lead. You will guide strategy, uplift service delivery, and shape operational excellence across complex technology operations.

You will manage incident, change, and problem processes, establish governance, and lead a capable team to deliver day-to-day high-quality technology support. This is a 6-month initial contract with extension potential.

Qualifications

• Proven experience leading Service Delivery, Service Operations or ITSM functions within complex environments.
• Strong knowledge of ITIL and contemporary service management practices.
• Demonstrated success delivering service transformation or uplift programmes.
• Experience leading Service Desk, End User Services or broader Technology Operations teams.

Responsibilities

• Develop and execute a roadmap to transform service operations and delivery capability.
• Lead service management best practice across incident, problem, change, request and asset management.
• Drive operational excellence, ensuring services are reliable, efficient and continuously improving.
• Establish meaningful KPIs, reporting frameworks and service performance dashboards.
• Lead major incident management and foster a proactive approach to issue identification and resolution.
• Optimise service desk operations, improving customer experience while reducing operational demand through automation and self-service initiatives.
• Enhance the end-user technology experience across workplace services, collaboration spaces and support channels.
• Partner with technology and business leaders to support strategic initiatives and organisational change.
• Lead and develop a team of service management professionals, creating accountability, capability and a strong customer-centric culture.
• Manage workforce planning, performance, coaching and change leadership activities.

Skills

ITIL

Service Delivery

Incident Management

Problem Management

Change Management

Service Desk

End User Services

Team Leadership

Stakeholder Engagement

KPIs & Dashboards

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Evolve Recruitment Group – Auckland, North Island

• Initial 6-month contract with a strong likelihood of extension
• Lead strategy, service uplift, operational excellence and people leadership
• Auckland-based hybrid role in a complex enterprise technology environment

About the Company

Our client is a well-established New Zealand organisation with a strong reputation for innovation, customer focus, and operational excellence. They are investing heavily in the maturity of their technology services and are seeking an experienced Service Delivery Lead to drive a significant transformation programme while maintaining high-quality day-to-day service delivery. This is a unique opportunity to step into a highly visible leadership role, influencing both strategy and execution across critical technology operations.

Why this role matters

This is more than a BAU service management role.

You’ll be responsible for leading a meaningful uplift of the service delivery function, challenging existing ways of working, rebuilding service practices around business outcomes, and creating a high-performing operational environment. Reporting into senior technology leadership, you’ll lead the evolution of service management capability while ensuring that employees continue to receive exceptional technology support every day.

What you’ll lead & influence

As the Service Delivery Lead, you will:

• Develop and execute a roadmap to transform service operations and delivery capability
• Lead service management best practice across incident, problem, change, request and asset management
• Drive operational excellence, ensuring services are reliable, efficient and continuously improving
• Establish meaningful KPIs, reporting frameworks and service performance dashboards
• Lead major incident management and foster a proactive approach to issue identification and resolution
• Optimise service desk operations, improving customer experience while reducing operational demand through automation and self-service initiatives
• Enhance the end-user technology experience across workplace services, collaboration spaces and support channels
• Partner with technology and business leaders to support strategic initiatives and organisational change
• Lead and develop a team of service management professionals, creating accountability, capability and a strong customer-centric culture
• Manage workforce planning, performance, coaching and change leadership activities

What you bring

You’ll be a pragmatic and influential technology operations leader who combines strategic thinking with a hands-on approach to delivery.

We are looking for:

• Proven experience leading Service Delivery, Service Operations or ITSM functions within complex environments
• Strong knowledge of ITIL and contemporary service management practices
• Demonstrated success delivering service transformation, operational uplift or service improvement programmes
• Experience leading Service Desk, End User Services, Field Services or broader Technology Operations teams
• Strong incident, problem and change management expertise
• Experience establishing service metrics, reporting frameworks and operational governance
• People leadership experience, including coaching, performance management and capability development
• Excellent stakeholder engagement skills with the confidence to influence at all levels of an organisation
• A continuous improvement mindset with a focus on outcomes rather than process for process' sake

Why you’ll love working here

• Opportunity to lead a highly visible transformation that will leave a lasting legacy
• Significant autonomy and influence across technology and business stakeholders
• Collaborative and forward-thinking leadership team
• Hybrid working environment with flexibility built into the culture
• Auckland-based role with a strong mix of strategic and operational leadership responsibilities
• Initial 6-month contract with a strong likelihood of extension