Service Delivery Lead

Shape how technology performs and feels across TVNZ by leading our Service Centre and driving exceptional service delivery. This pivotal role combines operational leadership, technology enablement and continuous improvement to deliver outstanding experiences for our people, every day.

The opportunity - Te tūranga

As the Service Delivery Lead reporting to Head of Technology Operations, you will own how technology performs and feels for people across TVNZ. By leading the Service Centre and our ITSM practices, the role covers service performance, change, problem and incident management, end user compute and meeting room technology, vendor relationships and 24×7 on-call cover - with a relentless focus on reliability, customer experience and continual improvement.

Partnering with technology teams, vendors and stakeholders across the business, this role champions a proactive service culture and the adoption of AI across TVNZ, driving uptake while keeping usage and cost optimised. It also supports the Head of Technology Operations with operational planning, budgeting, procurement and vendor management.

What we're looking for - Tā mātou e kimi nei

To be successful, in this role we are looking for the following

· Proven leadership experience across Service Delivery, IT Operations or Service Management in a complex, 24×7 environment.

· Strong, hands-on knowledge of ITIL practices - Change, Problem, Incident, Request Fulfilment, Service Level and Service Transition (ITIL 4 certification desirable).

· Experience owning and optimising enterprise ITSM platforms such as Jira Service Management, ServiceNow or similar.

· Solid experience managing end user compute and modern endpoint management (Microsoft Intune, Entra ID), IT asset lifecycle management and meeting room / collaboration technology.

· Proven experience managing technology vendors and partners, including performance management against SLAs and commercial optimisation.

· Experience designing and running 24×7 on-call support models, rostering and escalation frameworks.

· Practical experience applying AI and automation to improve service delivery and the employee technology experience.

· Strong commercial, analytical and data-driven decision-making, with the ability to turn service metrics into meaningful improvement.

· Excellent stakeholder engagement, communication and influencing skills; calm and clear under pressure.

· A collaborative, people-focused leader who enjoys coaching and developing high-performing teams.

· Relevant tertiary qualification in Information Technology or similar; ITIL and people-leadership credentials desirable.

· Able to balance customer experience, operational performance, risk, cost and business priorities.

Tono mai |Apply Now - we will be regularly reviewing applications.

If you would like to find out more about this amazing opportunity, please feel free to call our Head of Talent Acquisitions, Philly Irvine, mobile 021 564 691, she loves to chat about TVNZ careers