Service Delivery Manager- Problem

**Korero mo te turanga - About the role**

As a **Service Delivery Manager
- Problem Management & Service Management**, you'll play a central role in ensuring the delivery and continual improvement of secure, resilient IT services. This role is grounded in ITIL-aligned service management practices and supports the maturity of operational processes across the organisation and with IT partners.

You will lead the **Problem Management** function-driving root cause analysis, reducing incident recurrence, and embedding a culture of continuous improvement. You'll also assist as a **backup for Change Management** and software licensing when required, helping ensure changes are well-governed and risk-aware. As a **generalist within the IT Operations team**, you'll contribute across multiple ITIL practices, support governance at the ground level, and collaborate with the **IT Assurance team** to strengthen service reliability and compliance.

You'll also be expected to take initiative and contribute to wider service improvement efforts as needed, supporting the team's agility and responsiveness to emerging priorities.

The role is accountable for:

- Designing, implementing, leading, managing, and reporting on the Problem Management process with a high focus on reducing repeat incidents and enhancing overall service stability.
- Supporting Change Management activities as a backup, ensuring effective planning and execution of changes.
- Promoting and embedding ITIL governance practices across service delivery functions-including, but not limited to, SLA management, Major Incident handling, Post-Incident Reviews (PIRs), and Service Desk operations-to ensure consistent, high-quality service outcomes.
- Providing accurate and timely reporting on service performance, problem trends, and improvement initiatives.
- Acting as a generalist within the IT Operations team, contributing to multiple service management areas.
- Assisting the IT Assurance team as needed, supporting risk identification, compliance, and audit readiness.
- Supporting the Leader - IT Operations Assurance in other activities as required, contributing to broader team goals and operational priorities
- Taking initiative to support wider service delivery and operational improvement efforts
- Building strong relationships with internal teams and IT partners to align service outcomes with business needs

**He pukenga tou - Skills & Experience**
- More than 2 years of proven experience in IT Service Management, with a strong focus on Problem Management and Change Enablement.
- Demonstrated ability to work within **Agile framework methodologies**, contributing to iterative service improvement and cross-functional collaboration. Confulence, JIRA Service management
- Experience in service reporting, data analysis, and performance tracking.
- Ability to work collaboratively across teams, vendors and support governance at both strategic and operational levels.
- Strong communication and stakeholder engagement skills.
- Experience supporting assurance, compliance, or audit-related activities is a plus.
- Agile mindset with the ability to adapt and contribute across multiple service areas.
- ITIL Certification

The annual full-time salary range for this role is between $100,000 to $125,000 depending on skills and experience.

**Nga mea e tukuna ana e tatau - What we offer our employees**
- Interesting work which impacts Aotearoa as we care for whenua, moana and arawai.
- Eye & ear care reimbursements
- Annual Flu Vaccinations
- Reduced Health Insurance Premiums
- Diverse groups and networks
- If eligible for paid parental leave, you will be entitled to a top up payment for the first 18 weeks of the 26 weeks.
- A minimum of four weeks and three days annual leave

**Te Takinatanga - Our Story**

Toitu Te Whenua plays a vital role in understanding, developing, and caring for New Zealand's whenua, moana and arawai (land, sea and waterways). Whether you're developing our products and services to support our customers, managing the Crown estate, engaging with our iwi partners, or helping us be an effective regulator, your contribution can make a difference. Our mahi helps New Zealanders have confidence that the development of our land, communities and country is being planned from an informed and expert position that balances environmental, social, cultural, and economic considerations, now and for future generations.

**Our Kia Toipoto Intentions - Public Service Gender, Maori, Pacific and Ethnic Pay Gap Action Plan**

**Tono mai - How to Apply**
- If you're eyeing up this role and believe you've got what it takes, please apply, or get in touch with the team. _

**_You may notice that the Position Description title for this role (Digital Specialist & Level Rua/Two) doesn't match the advertised title. At Toitu Te Whenua we design our roles around shared capabilities (rather than focusing on tasks). This means our position descriptions are broad, one position description c