Head of Service Delivery

One New Zealand

. Own and lead the Service Management strategy, operating model, standards and governance across One NZ’s Enterprise and Government customer portfolio .

Posted 10/23/2026full-timeNew ZealandLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Service Management and ITIL, driving high-quality customer outcomes and managing service performance across complex enterprise environments. Proven ability to lead and develop high-performing teams while leveraging data, AI, and automation to enhance service delivery and commercial performance.

Highest-signal resume keywords

Service Management ExpertiseITIL Framework ProficiencyCommercial AcumenStakeholder ManagementTeam Leadership

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Service Strategy DevelopmentGovernance StandardsRevenue ForecastingCost-To-Serve AnalysisService Performance Management

Soft Skills

Executive Customer LeadershipInfluencing SkillsCross-Functional Collaboration

Tools & Technologies

Data AnalyticsDigital ToolsAI Automation

Industry Keywords

TelecommunicationsICTManaged ServicesEnterprise Customers

About the role

Key responsibilities & impact

Own and lead the Service Management strategy, operating model, standards and governance across One NZ’s Enterprise and Government customer portfolio
Drive consistent, high-quality customer outcomes and manage service performance, contractual commitments, risks and improvement priorities
Lead and develop a high-performing national Service Delivery team, building capability, capacity, succession and accountability
Own commercial performance, including revenue, margin, cost-to-serve, forecasting and growth
Partner with Sales, Commercial and account teams to protect existing business, support renewals and grow value-led opportunities
Strengthen service assurance and continuous improvement using customer insight and service data
Shape future Service Management through ITIL, data, AI and automation
Act as senior Service Management authority and customer advocate, influencing Product, Technology, Operations and Delivery teams

Requirements

What you’ll need

Proven senior leadership experience in telecommunications, ICT or managed services, leading service delivery across complex enterprise customers
Deep expertise in Service Management and ITIL, with experience shaping service strategy, standards, governance and operating models
Strong commercial and financial acumen, including revenue, margin, forecasting, cost-to-serve and growth
Demonstrated success leading and developing high-performing, geographically distributed teams and leaders
Strong executive customer leadership, with the confidence to navigate complex service issues, contractual commitments and competing priorities
Solid understanding of multi-service managed environments and how technology services come together to deliver an integrated customer experience
Ability to leverage data, digital tools, AI and automation to improve service performance, productivity and customer value
Exceptional stakeholder management and influencing skills, with the ability to drive outcomes across customers and cross-functional teams

Benefits

Comp & perks

Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments
A fully subsidised Southern Cross health insurance cover for you and your family
Lifestyle leave, giving you the option to purchase an extra week or two of annual leave
Discounts on One New Zealand products, services and much more
Rainbow Tick certified and diversity of thought, perspective and background championed
Access to AI School and world-class learning platforms
Career pathways that evolve with you