Service Delivery Transformation 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

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.