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Service Delivery Manager

Ministry of Foreign Affairs & Trade
Job Category:
IT & computing
Wellington - Wellington
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

Position purpose

Reporting to the Divisional Manager IMD, this full time position is responsible for leading Service Delivery of information technology systems within MFAT, and ensures that the service desk, desktop support, mobility and application support functions (both in-house and outsourced) run effectively.

The role will develop, implement, lead and continuously improve a Service Delivery function which meets accepted industry best practice and enables and enhances the ability of MFAT users globally to deliver on expected outcomes for the Ministry.

The Service Delivery Manager will maintain existing and continually develop new relationships to create longstanding positive partnerships with key stakeholders (internal and external), Service Delivery Partners, and key clients.  This will be achieved through pro-active and personable interactions, effectively building rapport, and application of influencing skills.

They will ensure that stakeholder expectations are met and incidents and problems are managed and resolved in an effective and efficient manner.


Key responsibilities

Provide strategic and detailed analysis of, and advice on, emergent opportunities with respect to Service Management and the Microsoft ecosystem.

Lead the development, implementation and support of the Ministry Mobility Strategy and Desktop Strategy, including hardware, software, connectivity solutions and operating systems.

Develop and maintain an effective operational management, escalation and governance framework to ensure that Service Delivery Partners and MFAT service delivery teams are delivering services to agreed standards including performance, improvement and collaboration activities

Implement, manage and monitor service improvement plans, ensuring plans are linked to actual business service improvement, and are implemented to effect the proposed benefit realisation

Manage the Incident Management process that handles any unplanned interruption to, or quality reduction of, all Ministry ICT services and restore the service as rapidly as possible

Be responsible for managing the lifecycle of all Problems to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.


To be successful in this role you should have proven leadership credentials, managing small to medium sized teams (30+). Ideally we are seeking at least 10 years' experience. In addition, you ideally should hold a recognised industry standard qualification/certification.

You will have proven understanding of change management and continuous improvement processes, including best practices for the implementation, support and delivery of outsourced services within a service delivery environment.

You will also need to demonstrate a broad understanding and support of Mobility solutions (Windows 10, iOS, Android, BlackBerry) and strong application support experience with Microsoft range of products, including operating systems, productivity suite & middleware.

The position will require you to have excellent communication skills, a strong analytical and problem-solving capability and have a pragmatic collaborative approach with a focus on delivery.  This role will require a national security clearance, so only New Zealand Citizens will be considered


How to apply:

Applications close 9am, 7 June 2019

To apply, please complete an application for and submit your CV and cover letter via 

You must be able to obtain and maintain the appropriate New Zealand Government Security clearance

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