Service Delivery Lead

Role Overview

Lead and shape technology service performance at TVNZ by directing the Service Centre and spearheading IT service management practices. This critical position focuses on delivering exceptional technology experiences for the organization through operational leadership, continuous improvement, and technology enablement.

Key Responsibilities

• Own all aspects of technology service operations including service performance, change management, problem and incident resolution, request fulfillment, and service transition.
• Manage end-user computing, meeting room and collaboration technologies alongside vendor relationships and 24×7 on-call support coverage.
• Drive a proactive service culture by partnering with internal teams, vendors, and stakeholders to continuously improve reliability and customer experience.
• Lead adoption and optimisation of AI and automation tools to enhance service delivery while managing associated costs.
• Support operational planning, budgeting, procurement, and vendor management activities under the guidance of the Head of Technology Operations.

Qualifications and Experience

• Demonstrated leadership experience in Service Delivery, IT Operations or Service Management within complex 24×7 environments.
• Strong hands-on expertise in ITIL practices including Change, Problem, Incident, Request Fulfilment, Service Level and Service Transition management; ITIL 4 certification is preferred.
• Proficiency in managing enterprise ITSM platforms such as Jira Service Management or ServiceNow.
• Experience in managing end-user computing environments, modern endpoint management technologies (e.g. Microsoft Intune, Entra ID), IT asset lifecycle, and meeting room technologies.
• Track record of managing vendor and partner relationships with a focus on SLA adherence and cost optimisation.
• Capability to design and operate 24×7 on-call support frameworks including rostering and escalation procedures.
• Applied experience in leveraging AI and automation to enhance service delivery and employee technology interactions.
• Strong analytical skills with a data-driven approach to transforming service metrics into actionable improvements.
• Excellent communication, influencing abilities, and calmness under pressure in stakeholder engagements.
• Collaborative leadership style with a passion for coaching and developing high-performing teams.
• Relevant tertiary qualification in Information Technology or similar fields; ITIL and leadership certifications are advantageous.
• Ability to balance customer experience, operational performance, risk management, cost considerations, and business priorities.

Additional Information

If interested, applicants may contact the Head of Talent Acquisitions for more details. Applications will be reviewed regularly.