Service Delivery Lead

At Suncorp, we're committed to being there for our customers in the moments that matter most.

We're looking for a Service Delivery Lead - NZ SIAM who brings deep expertise in IT Service Management (ITSM) and Service Integration and Management (SIAM), and who is passionate about uplifting capability, driving operational excellence, and delivering great customer and business outcomes. In this role, you'll play a key part in shaping and governing ITSM/SIAM processes across Suncorp New Zealand, ensuring consistency, quality, and strong end-to-end service performance.

You'll work across multiple technology domains, provide leadership to ITIL process owners, support continuous improvement, and build strong relationships with internal teams, partners, and Joint Ventures. If you thrive in complex environments, enjoy driving maturity uplift, and have a passion for simplifying and improving how services are delivered, this could be the perfect opportunity for you

Why You'll Love Working at Suncorp

• Salary: Competitive Annual Salary + Performance Based Incentives
• Leave Benefits: Annual leave, Flexible leave, Personal leave, Loyalty leave, and Parental leave (20 weeks full pay or 40 weeks half pay)
• Hybrid Working: Work where you thrive with our flexible blend of on-site and at-home work arrangements
• Work-Life Balance: Ensure you have the time and support you need to thrive both personally and professionally
• Staff Discounts: Access to exclusive discounts on Suncorp Insurance Brands such as AAMI, Shannons, Apia & more, as well as offers from over 400 top retailers
• Reward & Recognition Programs: We celebrate your hard work and achievements
• Career Development: We prioritise your professional growth, offering ongoing training, development opportunities, and the support you need to reach your full potential
• Reputable Employer: National, trusted company with an inclusive and diverse workplace
• Community Engagement: Involvement in charity events like Spirit to Cure

What You'll Do

• Lead and uplift ITIL capability and maturity across Suncorp NZ and AAI.
• Provide day-to-day leadership to ITIL process owners, including Incident, Change, Problem, and Event Management.
• Govern, monitor, and report on end-to-end ITSM and SIAM processes to ensure consistent standards, compliance, and operational excellence.
• Champion SIAM practices, ensuring all operational teams meet minimum service integration requirements.
• Work closely with technology domains and SIAM teams to identify and sponsor initiatives that improve system and service performance.
• Support the NZ ITSM team with tickets across Incident, Problem, Change, and Event to ensure timely and effective resolution.
• Provide expert technical consultation and guidance to teams and business stakeholders on ITSM/SIAM practices and technology solutions.
• Coach and support teams—including the Service Desk—in applying ITIL processes and delivering high-quality service outcomes.
• Build strong relationships with internal teams, vendors, corporate partners, and Joint Ventures to support seamless service delivery.
• Maintain high-quality documentation including Standard Operating Procedures and process materials.
• Identify operational risks, escalate issues, and support risk management and compliance activities.
• Drive continuous improvement initiatives and promote a culture of accountability, learning, and service excellence.

What You'll Bring

• At least 5 years of IT industry experience, including experience in IT operations or infrastructure support (Service Desk, NOC, Major Incident, Business Analysis, etc.).
• Hands-on experience with Incident, Problem, Change, and Event Management practices and processes.
• ITIL Certification (mandatory) and strong understanding of ITSM frameworks and SIAM disciplines.
• Demonstrated experience in multi-vendor environments and service delivery within a complex, multi-customer organisation.
• Strong knowledge and experience with Agile and Lean approaches.
• Proven ability to lead teams, influence stakeholders, and drive capability uplift and process maturity.
• Excellent communication, relationship-building, negotiation, and analytical skills.
• Ability to work independently, manage multiple priorities, and lead effectively under pressure.
• Strong problem-solving skills, resilience, and a customer-centric mindset.
• Demonstrated learning agility and adaptability to change, with the ability to quickly absorb new technologies and ways of working.
• A proactive, collaborative, and accountability-driven approach to delivering results and improving service outcomes.

If this sounds like the opportunity you've been looking for, apply today and help elevate IT service delivery at Suncorp

At Suncorp, we believe we are our best when our workforce is as diverse, talented and passionate as the communities in which we live and operate, and where our people feel included, valued and connected.

If you require more information or any support and adjustments to participate equitably in our recruitment process or in the workplace, please contact for a confidential conversation.