Lead the day-to-day operation of a complex, customer-facing technical service
Manage suppliers and vendors to deliver reliable services and strong customer outcomes
Bring your ITIL expertise to a nationally significant transport ticketing environment
Te Whiwhinga mahi | The opportunity
We are looking for an experienced Operations Support & Delivery Manager to lead the day-to-day service operations of our Transport Ticketing & Payments function.
This is a hands-on operational leadership role with responsibility for maintaining a stable, reliable and customer-focused technical service. You will coordinate internal teams, operational specialists and service providers, ensuring priorities, dependencies and responsibilities are clear and agreed service levels are achieved.
A key focus will be managing our suppliers and vendors on a day-to-day basis. You will monitor performance against service levels and contractual obligations, lead operational reviews, address delivery issues and ensure agreed improvements and remediation actions are progressed.
You will also:
Lead day-to-day technical service operations across internal teams, leveraged services and suppliers
Coordinate responses to incidents and service disruptions, working closely with NZTA Incident Management, technical teams and vendors
Lead problem management and root-cause investigations, ensuring corrective actions are completed
Assess operational readiness for changes, releases and new deployments
Coordinate early life support and transition into business-as-usual operations
Monitor service health, operational risks, customer impacts and supplier performance
Identify and implement improvements that strengthen service reliability and customer outcomes
Provide leadership and operational direction to direct reports and leveraged resources
Critical to success in this role is your strong focus on the end customer, as well as your understanding how operational decisions, technical issues and supplier performance affect people using public transport ticketing and payment services.
You will find out more about the role here: Position Description
Ko koe tēnei | About you
You will be an experienced service delivery or operations leader with a strong background managing complex, customer-facing technical services.
It is essential that you bring:
Strong experience managing technical service delivery operations
Significant vendor and supplier management experience, including managing performance against service levels, contractual obligations and remediation plans
Strong knowledge and practical application of ITIL service management disciplines
Experience across incident, problem, change, release and service assurance management
Proven ability to lead major incident responses and make sound decisions under pressure
Experience coordinating technical, operational, supplier and customer-facing teams
A strong understanding of how service operations and technical decisions affect the end customer
Experience using service performance, operational risk and customer-impact information to support decisions and improvements
Strong relationship management, communication and influencing skills
Experience leading people and coordinating direct, matrixed or leveraged resources
Experience in public transport ticketing, payment services or another nationally scaled digital service would be an advantage, but it is not essential.
As a person, you will be calm under pressure, commercially aware and comfortable holding suppliers and partners accountable. Equally, you will understand that successful service operations are ultimately measured by the experience and outcomes delivered for customers.
You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi as it applies in the public sector.
Mō mātou | About us
Transport Ticketing & Payments…