Service Delivery Manager

Auckland Transport

  • Auckland
  • Permanent
  • Full-time
  • 13 days ago
Are you passionate about delivering high-quality technology services that make a real impact? Do you thrive in a dynamic environment where vendor management, service governance, and customer experience intersect? If so, we want you on our team!Be part of Auckland's exciting future and development. From transport infrastructure to customer-focused solutions, we're creating seamless journeys across our city that enable businesses and Aucklanders to thrive.Regardless of your choice to walk, cycle, drive, take the ferry or train, we are passionate about working together to deliver safe, efficient, innovative and sustainable options whilst providing a transport system that will create a vibrant and connected Auckland. Transport has the potential to shape our city for the better - from the streets we live, work and spend time on, to the trains, bus services, cycle and walkways we use every day.Te Whiwhinga mahi | The opportunityAs our Service Delivery Manager in our Technology Operations team, you'll be the key interface between internal teams and external vendors, ensuring technology services meet agreed standards for quality, performance, and customer satisfaction. You'll apply ITIL-aligned practices to manage service flow, track performance, and drive continuous improvement.This is a strategic and hands-on role where you'll:
  • Hold vendors accountable to SLAs, KPIs, and contractual obligations.
  • Lead service reviews, incident investigations, and change oversight.
  • Align vendor activities with business priorities and customer needs.
  • Champion service excellence and operational stability.
What You'll Be Responsible For
  • Ensuring vendor accountability and service quality across platforms.
  • Facilitating post-incident and major incident reviews.
  • Overseeing change management and risk assessments.
  • Monitoring customer feedback and driving service improvements.
  • Delivering transparent governance reporting and dashboards.
  • Supporting minor workflow enhancements to boost efficiency.
Nā tāu rourou | What will you bring?
  • Bachelor's degree in IT, Business, or related field.
  • 8+ years' experience in IT service delivery or vendor management.
  • Proven ability to manage third-party providers and drive performance.
  • Strong grasp of ITIL practices (incident, problem, change management).
Desired Skills:
  • ITIL Foundation certification.
  • Experience in public sector or complex multi-vendor environments.
  • Familiarity with enterprise service management platforms (e.g., ServiceNow).
  • Customer-centric mindset and strong communication skills.
Ko mātou tēnei | Our OrganisationAt AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together.In addition, we also offer:
  • Investment in your professional development and training
  • Opportunity for greater leadership and accountability
  • Modern CBD (Wynyard Quarter) waterfront-based office
  • 25% discount on public transport services across Auckland
  • Paid parental and partner leave
  • Study assistance
  • Health and Wellbeing benefits
  • Professional memberships
  • AT Connect groups such as Mana ka Māori, Women@AT, and many more!
Tono mai ināianei! | Apply Now!Come join us in in shaping the future of transport in Auckland - apply today with an updated CV and cover letter For further information or a confidential chat, please contact Rennie Sharma, Talent Acquisition Business Partner .Applications close 4th September 2025Ka tiaki mātou i te hunga katoa ka eke waka i Tāmaki Makaurau.We tiaki all those who use transport in Tāmaki Makaurau.#LI-RS1Yes Please note, this position is deemed a safety sensitive position and will require the successful applicant to undertake pre-employment drug and alcohol testing.Yes Auckland Transport is committed to the protection and wellbeing of children. A component of this role involves interaction with children so, as a part of the assessment of candidates, we will require Police Vetting of candidates to ensure we are providing a safe environment for children. This requirement complies with the Vulnerable Children Act 2014.Yes Please note, this position is deemed a safety sensitive position and will require the successful applicant to undertake pre-employment drug and alcohol testing.Auckland Transport is committed to the protection and wellbeing of children. A component of this role involves interaction with children so, as a part of the assessment of candidates, we will require Police Vetting of candidates to ensure we are providing a safe environment for children. This requirement complies with the Vulnerable Children Act 2014.

Auckland Transport