Tech Service Delivery & Customer Experience Leader

Enviro NZ; New Zealand; Remote; NZD 120,000 - 180,000; Full time

Job summary

Enviro NZ is seeking a seasoned Manager of Technology Service Delivery and Business Engagement to lead the design and execution of a world-class service delivery capability, with a primary focus on exceptional CX for customers and staff.

You will manage IT operations and multi‑vendor service providers, drive incident, problem and change governance, leverage AI chatbots to improve CX, and build capability while fostering a high‑performing culture.

Qualifications

• Proven experience designing and implementing exceptional service delivery in a customer-first environment.
• Proven leadership in technology service management and IT operations.
• Strong stakeholder management and communication skills.
• Ability to build on a great culture and uplift others.
• Experience shaping and using AI chatbots to improve customer experience.
• Proven experience of ITIL Service Management implementation.
• Ability to lead outsourced service providers in a multi-vendor environment.
• Experience in incident, major incident, problem, change management and continual service improvement.

Responsibilities

• Create and shape a new service delivery capability to realise the vision.
• Lead technology service delivery and operations to deliver exceptional CX.
• Manage relationships with stakeholders and executives.
• Oversee multi-vendor outsourced service providers.
• Drive continual service improvement and incident/change governance.
• Build capability with current and future tools, including AI.

Skills

Service delivery leadership

ITIL Service Management

Stakeholder management

Team leadership

Multi-vendor management

Incidents & CSI

Communication

AI chatbots

Job description

Enviro NZ is seeking a seasoned Manager of Technology Service Delivery and Business Engagement to lead the design and execution of a world-class service delivery capability, with a primary focus on exceptional CX for customers and staff.

You will manage IT operations and multi‑vendor service providers, drive incident, problem and change governance, leverage AI chatbots to improve CX, and build capability while fostering a high‑performing culture.