Digital Services ITSM Lead

He angituutanga: The opportunity 

We are seeking an experienced Digital Services ITSM Lead to join our team in Hamilton, New Zealand. In this pivotal role, you will be responsible for overseeing and optimising our IT service management (ITSM) processes, ensuring efficient and effective delivery of digital services across the organization.

You will sit within the Digital Services Asset and Commercial team and work with our Platform leaders driving service quality and embedding governance. 

This role is critical to ensuring staff and customers have reliable, predictable digital services that align with HCC's digital strategy. You will help to provide stable, efficient, and user-focused services that enable transformation without eroding trust, while building the foundation for enterprise service management across the wider council. 

As ITSM Lead, you’ll play a pivotal role in shaping and delivering high-quality IT services across HCC. Your leadership of IT Services will drive:

• Service Excellence – Ensuring consistent, reliable IT services that enhance user satisfaction through mature ITSM practices.
• Governance & Risk Management – Establishing robust change and release processes that minimise disruption and ensure compliance.
• Operational Efficiency – Reducing manual effort through automation, self-service, and a well-maintained knowledge base.
• Data-Driven Insights – Delivering clear, actionable service performance reporting to leadership and stakeholders via SLA and KPI dashboards.
• Continual Improvement – Leading service enhancements through post-incident reviews, trend analysis, and lessons learned.
• Scalability – Building ITSM capabilities that support digital service growth without proportional increases in staffing.
• Cross-Council Impact – Laying the foundation for enterprise service management practices that extend beyond IT.
• Stakeholder Engagement – Proactively managing relationships with vendors, service providers, and industry partners to support ITSM goals.