Service Transition

Are you passionate about orchestrating reliable IT services and ensuring smooth transition of new technology services from projects into operation? We're looking for a Service Transition & Incident Lead to play a key role in bridging the gap between where services are designed and built – to where they go live. You will also be running point on managing incidents across multiple teams to ensure a speedy resolution.

What You'll Be Doing | Mō te Tūranga

In this role, you'll be responsible for managing the introduction of new or changed IT services into the production environment, minimising disruption, safeguarding business continuity, and ensuring all elements are well-documented, tested, and ready for real-world use.

You'll lead the end-to-end transition process, from planning and change coordination through to deployment and review. This includes managing risks, ensuring approval gates are met, and collaborating with project and technical teams to ensure everything is production-ready.

Clear communication will be key — you'll keep stakeholders informed throughout the transition lifecycle and lead post-implementation reviews to capture lessons learned and drive continuous improvement. You'll also be responsible for maintaining up-to-date service documentation, including the CMDB, service catalogue, and design packages, as well as ensuring the service desk team is trained and fully supported.

A key component of this role also includes a fortnightly scheduled on-call responsibility where you'll act as the Incident Manager, leading the response and resolution of critical issues across multiple technical teams, to maintain service availability.

About You | Mōu

You're a proactive, detail-oriented professional who thrives in dynamic environments. You bring a strong background in IT service delivery and change management, and you're confident working across both technical and customer-facing teams.

With strong communication skills and a collaborative mindset, you're comfortable leading complex transitions, managing competing priorities, and engaging stakeholders at all levels. Your approach to service management is both strategic and hands-on, and you're always looking for opportunities to improve processes, documentation, and outcomes.

You'll also have:

• ITIL certification (v3 or v4 preferred)

• A degree in Computer Science or a related discipline

• 3–4 years' experience in an IT Service Desk or customer-facing IT role, including Incident Management

• Experience creating and managing technical documentation and configuration records (e.g. CMDB)

• A customer-centric mindset and excellent problem-solving skills, with excellent communication skills across different types of personas

What We Offer | Ngā āhuatanga kei a mātou

• A team who invests in your ongoing growth and development and provides access to online learning modules for free
• Discounts across our range of products, including insurance and free AA membership for you and your whanau
• NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
• An inclusive and diverse work environment

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years we've been helping Kiwis on their adventures Today, we're one of New Zealand's most respected and trusted brands.

From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.1 million Members.

Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Come join us and take your career on its next adventure

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.