Job Snapshot

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Job Summary

Our client is looking for a Service Manager and ITIL Lead.
The purpose of this role is to drive the operational performance and development of ITIL processes and service management capability within the organisation.


  • Ensuring ITIL policy and processes are optimised and followed. 
  • Monitoring Service Level Adherence and following up incidents and requests as part of Incident Management and Request Fulfilment.  
  • Maintaining a forward view of customer change including developing and implementing Change Management Policy and Procedures including Change Advisory Board. 
  • In conjunction with the Contracts and Reporting Manager use reporting to support the service management framework. 
  • Ensure that bids made by the company, consider service management requirements as part of solution offerings and include accurate estimates for support.  


  • 7 – 10 years working in a Service Management environment in an IT environment. 
  • Experience in implementing best practice ITIL Service Management tools and processes.
  • Customer focused and proactive. 
  • Ability to deal confidently with stakeholders at all levels and to demonstrate sound engagement and influencing skills. 
  • Ability to effectively manage resources and financials.  
  • Experience working as part of a Bid Process representing Service Operations. 
  • Experience with implementing best practice service management frameworks and processes. 
  • Ability to work effectively within a team environment and with limited supervision. 
  • Strong organisational and time management skills, detailed and methodical with the ability to perform and prioritise multiple tasks. 
  • Strong problem solving skills and ability to think creatively. 
  • Ability to work in a fast paced environment. 
  • Experience scoping and cost estimation of supporting new solutions. 
  • Excellent decision making ability. 
  • Good written and oral communication skills, including dealing with parties whose first language is not English. 
  • Analytical ability. 
  • Achievement orientated. 
Apply here to register your interest or contact Diego Hormaza in our Wellington office on