Associate Director of Service Operations

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University of Waikato seeks an experienced technology leader to become Associate Director Service Operations, a full-time onsite role at Hillcrest. You will lead 20 FTE across Service Desk, Service Delivery and ICT Procurement, driving digital service transformation, continuous improvement and automation to deliver customer-focused services for staff, students and visitors. You will oversee incident, problem, knowledge and change management and ensure procurement, budgets and vendor relationships meet best practice. The ideal candidate has 10+ years in digital operations or service management, strong ITIL and procurement experience, and a customer focus. Apply through the online portal by August 16, 2026; include leadership examples. For confidential discussion contact Claire Philbrick; online applications only.

Lead digital service operations, drive process improvement and deliver exceptional services across the University.

• Lead digital service transformation across a complex university environment

• Influence digital direction while leading high-performing service teams

• Leverage disruptive technologies to improve service operations.

Ngā kōrero mō te tūranga – About the role

We're seeking an experienced technology leader to join the Information Technology Services (ITS) senior leadership team as our Associate Director Service Operations.

This is a strategic leadership role responsible for driving improvements to operational digital service management and procurement practices across all University locations. Leading a team of approximately 20 FTE across the Service Desk, Service Delivery and ICT Procurement teams, you'll ensure the delivery of responsive, customer-focused technology services that support the University's staff, students and visitors.

You'll lead the transformation of digital service management by driving continuous improvement and  innovation through  AI and automation while also maintaining high standards of service excellence. You will be responsible for ensuring the University's service management practices for incident, problem, knowledge and technical change management are fit for purpose and aligned with industry best practice. You'll also oversee operational ICT procurement, build strong relationships with stakeholders and vendors, and contribute to the strategic direction of our organisation.

Working closely with the Chief Information Officer and the wider ITS leadership team, you'll play a pivotal role in shaping services to ensure a secure, resilient and future-ready digital environment that enables excellence in teaching, research and the student experience.

Salary will be determined based on the successful candidate's skills, qualifications, knowledge and relevant experience. This is a full-time role, based on our Hillcrest Campus. 

For more information on the role please see the position description. For a confidential conversation about the role, please contact Claire Philbrick, Manager Strategy & Change, at [email protected]. All applications must be submitted through the online portal, emailed applications will not be accepted.

Ko wai koe? – Who are you?

You are an accomplished digital leader with the ambition, courage and experience to drive operational service improvements in a large, complex organisation. You bring a strong customer focus, exceptional leadership capability, and a proven ability to lead organisational change while sustaining high operational performance.

You will also have:

• Demonstrated ability to lead service improvement and change in complex digital service environments
• A minimum of 10 years' senior experience in digital operations or service management, including managing budgets, contracts and leading technical teams 
• Highly effective communication, engagement and negotiation skills, with a collaborative style and the ability to influence across all levels of the organisation and engage with strategic vendor partners
• Strong customer focus, with sound knowledge of ITIL service management and ICT procurement practices 
• A Bachelor's degree in a relevant discipline, or equivalent professional experience

Ko wai mātou? – Who are we? 

Information Technology Services (ITS) leads the University's digital direction, managing and protecting the digital ecosystem while enabling world-class teaching, research and business operations. Our vision is "Digital connects us and moves us forward." As part of the Corporate Services Group, ITS delivers secure, resilient and future-ready digital services that support staff, students and the wider University community.

He aha ngā take me tono mai ai koe? – Why should you apply for this position?

We want you to be part of our success!  Our university stands proudly on the world stage as a provider of future-focused, international education and an active player in global research. Our rankings reflect these strengths. Working with us means you’ll enjoy a satisfying work environment with many benefits.

The University of Waikato is distinctive for the diversity of its staff and students and encourages applicants with the relevant capabilities from all backgrounds to apply. Applicants must have the legal right to live and work in NZ in accordance with the NZ Immigration regulations which can be found here.

Ko Te Tangata – For the People

The University of Waikato prides itself on the quality of its engagement with the communities that it serves, the provision of a world-class education and the national and international impact of its research. Our policies are guided by the principles of the Treaty of Waitangi and equal opportunity for all. 

E herea ana te Whare Wānanga ki te kaupapa kia whakaratohia te mea angitū ōrite ki ngā tāngata katoa.

Applications Close on August 16, 2026

Requisition number: 1003797