Head of Service Delivery

He aha ai tātou – Why us?

At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.

Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.

Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.

Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.  

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata.

“If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

Ko tō tūranga – your role

As Head of Service Delivery, you’ll lead the strategy, performance and evolution of Service Management across One New Zealand’s Enterprise and Government customer portfolio. Leading a national team supporting some of our largest and most complex customers, you’ll be accountable for delivering consistent, high-quality customer outcomes while strengthening service standards, governance and capability across the business.

You’ll also own the commercial performance of the Service Management practice, including revenue, margin, cost-to-serve and building a sustainable growth pipeline.

This is a significant leadership and transformation opportunity to shape what great Service Management looks like at One NZ. You’ll bring together customer, commercial and operational priorities to improve service performance and experience, while evolving the practice towards more proactive, experience-led and value-focused service management. With a focus on ITIL, data, AI and automation, you’ll build the capability, operating model and future roadmap that enables our teams to deliver greater value for customers and positions Service Management for future growth.

Ko tō mahi – what you’ll do

• 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, ensuring service performance, contractual commitments, risks and improvement priorities are effectively managed.
• Lead and develop a high-performing national Service Delivery team, building capability, capacity, succession and clear accountability for results.
• Own the practice’s 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 Service Management opportunities.
• Strengthen service assurance and continuous improvement, using customer insight and service data to address systemic issues and improve performance.
• Shape the future of Service Management, leveraging ITIL, data, AI and automation to create more proactive, efficient and experience-led services.
• Act as the senior Service Management authority and customer advocate, influencing Product, Technology, Operations and Delivery teams to achieve strong end-to-end outcomes.

Na tōu rourou - what you’ll bring

• 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.

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. 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!

We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger. 

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.

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