Service Management Practitioner

New Zealand Government; Wellington; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Five weeks' annual leave

Benefits package (insurances)

Flexible working arrangements

Career development

Job summary

Kāinga Ora - Homes and Communities is seeking a proactive Service Management Practitioner to focus on end-to-end incident and problem management. The role ensures rapid restoration of IT services, reduces recurring issues, and strengthens resilience across the technology environment.

Within the Technology Operations directorate, you will coordinate incident response, lead major incident investigations, drive permanent solutions, monitor trends, and report on systemic issues to improve service

Qualifications

• Proven experience in incident and problem management within a complex IT environment.
• Strong knowledge of ITIL-aligned service management practices including major incidents.
• Hands-on experience using ITSM tools and governance reporting.

Responsibilities

• Lead end-to-end management of IT incidents and problems ensuring rapid restoration and minimal disruption.
• Coordinate incident response activities including major incident management.
• Drive problem management to identify root causes and implement permanent fixes.
• Monitor incident and problem trends and report systemic issues to leadership.
• Ensure ITSM processes are consistently executed in line with best practices.

Skills

Incident Management

Problem Management

IT Operations

ITIL

Stakeholder Communications

Analytical Thinking

Job description

• Drive operational excellence and keep critical services running smoothly
• Coordinate incident response and lead root cause investigations
• Permanent role, 5 weeks annual leave + a suite of benefits

Te whiwhinga mahi - Our opportunity

Kāinga Ora is seeking a proactive and customer-focused Service Management Practitioner to focus on our end-to-end incident and problem management processes. This pivotal role is responsible for ensuring the rapid restoration of IT services, reducing recurring issues, and strengthening the resilience of our technology environment.

Working within our Technology Operations directorate, you will play a key role in coordinating incident response, leading root cause investigations, and driving permanent solutions that improve service reliability and business outcomes. Core responsibilities for this role include:

Leading the end-to-end management of IT incidents and problems, ensuring the timely restoration of services and minimising business disruption. Coordinating and facilitating effective incident response activities, including the management of major incidents. Driving problem management practices, identifying root causes and implementing permanent solutions to prevent repeat issues. Monitoring incident and problem trends, providing clear visibility of systemic issues and opportunities for improvement. Ensuring consistent execution of incident and problem management processes aligned with IT Service Management (ITSM) best practices.

Ngā pūmanawatanga ōu - What you will bring

Here’s what you will bring to the role:

• Proven experience in Incident and Problem Management, IT Operations, or a related IT Service Management role within a complex technology environment
• Strong knowledge of ITIL-aligned service management practices, including Major Incident, Problem, and Change Management
• Demonstrated experience leading Major Incident responses, coordinating cross-functional technical teams, and managing stakeholder communications during high-impact incidents
• Hands‑on experience using ITSM tools to manage incident, problem, and change activities, while maintaining accurate records, reporting, and governance requirements
• Excellent analytical and problem‑solving skills, with a track record of identifying root causes and implementing sustainable improvements that enhance service reliability and resilience
• A continuous improvement mindset, with the ability to identify trends, reduce recurring issues, and drive operational excellence
• Experience working within regulated or public sector environments would be an advantage.

Nōu te rourou - What's in it for you?

We offer competitive salaries, five weeks' annual leave and a benefits package including a range of insurances, flexible working arrangements and career development. These benefits are described in more detail here https://careers.kaingaora.govt.nz/a-great-place-to-work/benefits

As a Kāinga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need. We want to ensure you are healthy and have work-life balance. We also want to support and grow your personal and career development through on-the-job learning, training courses, secondments and study opportunities.

Mō mātou - Our Organisation

At Kāinga Ora, ours is the important responsibility of transforming New Zealand’s housing choices, outcomes and the entire housing sector by creating homes and communities that allow New Zealanders to thrive. What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders’ lives. With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build the future of Aotearoa. We are passionate about transforming New Zealand for the better. That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.

Ō tātou uara - Our values

• Manaakitanga – People at the Heart
• Mahi Tahi – Better Together
• Whanake – Be Bold

Tūhono mai - Join us

Applications close Wednesday 9th September at 11.55pm

We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.