Technology Services Delivery Manager at AA New Zealand

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

29 Sep, 26

Salary

0.0

Posted On

01 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

IT Service Management, Operational Leadership, ITSM Maturity Uplift, Incident Management, Problem Management, Change Management, Request Management, Service Level Agreements, Vendor Management, Stakeholder Influence, Automation, AI Implementation, Service Operating Model, Governance, Reporting, Digital Employee Experience

Industry

Consumer Services

Description

Working with the AA | Me mahi tahi tatou ki AA For over 120 years the AA have 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 a million Members. And now, we’re building the organisation of the future – more connected, modern, and purpose-driven. We are a business in transformation, with opportunities to work cross-functionally, grow new skills, and make a meaningful impact. We’re investing in our people, platforms, and ways of working to stay ahead of what our Members and customers need. We now have an opportunity for a Technology Services Delivery Manager to join the team in a newly created role—one that offers the chance to truly shape how our Technology Services function operates into the future. What You'll Be Doing | Mō te Tūranga As our Technology Services Delivery Manager, you will lead the day-to-day operation of our IT service management practice across Level 1 and Level 2 support teams. In this pivotal role, you’ll ensure service stability and performance by balancing operational priorities, risk, and customer experience, while overseeing service desk and field services to create a consistent and positive digital employee experience. Beyond operational leadership, this is a high-impact transformation role. You will play a key part in uplifting our ITSM maturity, designing and embedding modern, streamlined processes that enable our Services function to flow seamlessly end-to-end. With a clear roadmap for improvement already in place, you’ll bring the vision and experience of what “good” looks like, helping to evolve our ways of working into a contemporary, high-performing service practice. You’ll lead the development of a strong service operating model, drive service quality and performance outcomes, and champion continuous improvement through effective governance, reporting, and the smart use of automation and AI to reduce manual effort and improve efficiency. This is a unique opportunity to rethink how services are delivered—leveraging technology to remove friction and enable better, faster outcomes for our people and customers. Acting as a trusted link between Technology Operations, service partners, and the wider business, you’ll manage escalations, coordinate cross-team delivery, and build a high-performing, engaged team through clear leadership and development. About You | Mōu You’re a confident and capable service delivery leader who combines strong operational expertise with the ability to lead transformation, influence stakeholders, and drive continuous improvement. You’ll bring a solid understanding of IT service management practices across incident, problem, change, and request management, along with the ability to use service metrics, SLAs, and reporting to maintain performance and identify opportunities to lift service quality and maturity. Critically, you’ll bring experience in lifting ITSM capability—with a clear perspective on what good looks like and how to move from low maturity environments to modern, scalable service practices. You’ll be energised by the opportunity to define, embed, and continuously evolve processes, creating a more seamless, proactive, and data-driven services function. With proven experience leading teams in structured service environments, you’ll be skilled at coordinating across technology teams, business stakeholders, and third-party providers to ensure stable, reliable outcomes, while balancing customer experience, risk, cost, and operational priorities. Your commercial judgement, clear communication style, and ability to manage escalations and vendor relationships will be key to success. You’ll also bring curiosity and openness to leveraging automation and AI, using it pragmatically to streamline workflows, reduce manual effort, and improve service outcomes. Backed by relevant qualifications or equivalent practical experience, and ideally supported by service management certification, you’ll thrive in a fast-paced environment where leadership, accountability, and continuous improvement are at the core of delivering great service outcomes. What We Offer | Ngā āhuatanga kei a mātou Free AA Membership for you and your whānau A day off for your birthday and 2 days wellbeing leave annually Hybrid working arrangement Training available / career development Discounted insurance 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. This is a rare opportunity to shape and modernise a Technology Services function from the ground up—bringing vision, improving maturity, and leveraging automation and AI to create a seamless, high-performing service environment. If you're excited by the chance to build, transform, and make a lasting impact, apply now. 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. Our recruitment process is people-led and relationship-focused—we do not use AI to screen or assess applications. Every application is reviewed by a real person, because we value potential, individuality, and the human stories behind each candidate. We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch. We'd love to korero to see if you might be a great fit for the role. 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 1.8 million Members. Our purpose of caring for our Members and the people, spaces and places that are important to them drives us and connects us as a team.

Responsibilities

Lead the day-to-day operations of Level 1 and Level 2 IT support teams to ensure service stability and a positive digital employee experience. Drive the transformation of ITSM maturity by designing modern processes and leveraging automation and AI to improve efficiency.