Exciting opportunity to join our Digital Operations Team
Lead and manage Service Delivery Quality
Wellington or Auckland

Te Whiwhinga mahi | The opportunity  

The Service Delivery Manager at NZ Transport Agency Waka Kotahi (NZTA) is primarily responsible for the successful operation of a portfolio of Digital services using a service management approach to maintain and improve the Digital services to the agreed service levels.

This role will constantly lead, identify, and implement ITIL based improvements to service, incident and problem management to ensure the highest level of operational service.

The Service Delivery Manager will act as a bridge between technical teams and non-technical stakeholders, such as NZTA senior stakeholders, Digital, service owners, and internal and external service providers.
act as the point of escalation across all service providers, with responsibility to ensure that service aggregation activities are effective, demarcations and process interlocks between providers are well understood and documented.
take the lead across all service providers during major incidents and other events as needed to restore service within established service levels.
Be a key supporter and point of contact to projects delivering changes to the services for which this role is responsible, along with being consulted for any technology planning and road map design.

As one of the front doors to Digital, you will be excited about delivering quality services focused on exceptional customer service. With an amazing team to work with, you will be eager to keep the team moving forward.

The Digital group implements, supports and maintains digital capability for NZTA. Our teams design and deliver new digital initiatives that use data and information smartly so we can keep pace with digital change in all areas of the land transport system.

In addition, our teams look after the digital needs of NZTA employees to perform their functions and manage information effectively and efficiently, and in accordance with all legislative and Government requirements.

You’ll have the opportunity to work in a friendly and vibrant environment alongside other people who share your enthusiasm for service delivery.

We are looking for a proven service delivery manager who has the credibility to influence across a range of internal and external stakeholders.

Vendor management is a key component of this role, ensuring effective collaboration and performance of external partners. Occasional after-hours work may be required to assist with major incidents and ensure business continuity.

You will find out more about the role here Position Description

We are seeking to appoint at a salary between $131,659 and $168,231 of band ]commensurate to skills and experience.

Ko koe tēnei | About you

Essential Minimum 5 years relevant experience in service delivery
Strong experience using Microsoft, Cloud and mobility products
Proven experience managing high profile incidents
Experienced in support delivery using ITIL 4 framework
Strong interpersonal skills which can be applied to internal and external stakeholder and vendor management performance
Experienced presenting technical concepts effectively to inform stakeholder decisions
Experienced in successful design, leadership and facilitation of workshops
Ability developing reporting and undertaking analysis, using data to provide insights

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service.

Mō mātou |About Us

Te Aukaha | Digital strengthens NZTA through supporting our people and delivering future-focused solutions. We enable digital change and provide quality data, information, and security services.

Digital Operations Improve service offerings, support decision-making, and make it easier for us to do our work and for others to interact with us.

Provide modern, fit for purpose digital, information and technology solutions for our people, partners, and customers, providing enabling systems and data.

Ka whiwhi koe i te aha | What you will get in return

Our employees enjoy working on a variety of projects and you will be working to provide the foundation for this work to continue for the good of New Zealand.

We offer the below

Competitive salary and benefits package.
Flexible working arrangements, including remote and hybrid options dependant on role.
Along with our other benefits we also have 5 weeks annual leave and an Income
Protection and Critical illness Insurance scheme available for all permanent employees.

Are you ready to take the next step in your career? We’d love to hear from you. Apply today and join our join our team and join our Digital journey.

Me pēhea te tuku tono | How to apply:

Please click apply to upload your CV and cover letter detailing your suitability for the role.

Rā Katinga | Applications close:

12 August 2025

For further information, email: careers@nzta.govt.nz

To be considered for this position you must have a legal right to live and work in New Zealand.

Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.