Service Delivery Lead — Tech Operations & Vendors

New Zealand Transport Agency; Wellington; On-site; NZD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible working arrangements

Five weeks’ annual leave

Income protection

Critical illness Insurance

Job summary

New Zealand Transport Agency seeks an experienced Operations Support & Delivery Manager to lead the day-to-day service operations of our Transport Ticketing & Payments function. You will coordinate internal teams, vendors and service providers to ensure reliable, customer‑facing services and agreed SLAs are achieved.

You will bring ITIL expertise, exceptional stakeholder management and a calm leadership style to oversee incident responses, change events, and lifecycle transitions, while

Qualifications

• Experience managing technical service delivery operations.
• Vendor and supplier management experience, including performance against SLAs and remediation plans.
• Strong ITIL service management knowledge and application.
• 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.
• Strong understanding of how service operations affect end customers.
• Knowledge of Te Ao Māori and willingness to promote tikanga and Te Reo Māori; willingness to learn Te Tiriti o Waitangi in the public sector.

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 deployments.
• Coordinate early life support and transition into BAU operations.
• Monitor service health, risks, customer impact and supplier performance.
• Identify and implement improvements to strengthen service reliability and outcomes.
• Provide leadership and direction to direct reports and leveraged resources.

Skills

Technical service delivery

Vendor management

ITIL

Incident management

Problem management

Change management

Release management

Stakeholder communication

Team leadership

Public transport knowledge

Job description

New Zealand Transport Agency seeks an experienced Operations Support & Delivery Manager to lead the day-to-day service operations of our Transport Ticketing & Payments function. You will coordinate internal teams, vendors and service providers to ensure reliable, customer‑facing services and agreed SLAs are achieved.

You will bring ITIL expertise, exceptional stakeholder management and a calm leadership style to oversee incident responses, change events, and lifecycle transitions, while