Service Delivery and Capability Director

Management Level

Job Description & Summary

Kia Ora

Ng Krero mo tnei tranga / About the role

Join our team in Pneke / Wellington as our Service Delivery and Capability Director you will be responsible for the design execution and continuous improvement of service delivery strategies across a high-impact 24/7 operating model. You will lead a cross-functional team that spans onshore and offshore resources ensuring delivery excellence service innovation and alignment to business objectives.

Your work will shape PwCs national service delivery frameworks and enhance our ability to respond to complex client needs with agility transparency and measurable impact.

• Define and execute the end-to-end service delivery strategy ensuring alignment with business and client objectives.

• Champion the development and scaling of managed service capabilities governance models and operational maturity.

• Partner with senior stakeholders to define KPIs service quality metrics and business value outcomes.

• Lead the transformation and optimization of service operations through ITIL-based practices and automation initiatives.

• Drive performance through dashboards SLA tracking and incident trend analysis to proactively manage service health.

• Create a culture of innovation service excellence and client-focused delivery.

• Build and evolve capability frameworks training programs and workforce models for national and cross-regional teams.

• Champion the use of agentic AI tools to automate workflows enhance decision-making and proactively identify service improvement opportunities. Leverage AI to shift from reactive issue management to predictive insight-driven service delivery.

• Ensure knowledge retention succession planning and uplift in digital service readiness.

• Serve as the executive point of contact for service delivery performance and transformation programs.

• Translate business needs into service improvement initiatives and ensure alignment with client expectations through structured governance.

• Lead the transition from project-based delivery into scalable long-term managed service operations.

• Coordinate with offshore hubs to maintain seamless 24/7 operations and consistent service standards

Ng pkenga kei a koe / Skills and experience

We are looking for experienced professionals with over 10 years in service delivery or program operations leadership. Key qualifications and skills include:

• Deep expertise in ITIL4 practices with demonstrated success managing SLAs incident management and root cause analysis.

• Proven ability to lead and scale service delivery functions ideally across government or professional services settings.

• Experience in managing large-scale managed service environments with an emphasis on continuous improvement and operational readiness.

• Strong communication and influencing skills capable of engaging both technical teams and C-level executives.

• A passion for capability building and transformation fostering high-performance teams and future-ready service models.

• Knowledge and experience across Salesforce Mulesoft and Adobe would be an advantage

• Experience with agentic AI tools and automation platforms to drive service intelligence streamline operations and enable proactive decision-making through data and machine learning.

Ng huatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ

• Unrivalled level of access to industry expertise both locally and through our wider global network of member firms where youll be enabled by cutting-edge technology.

• An annual cash contribution to spend on items or activities that support your wellness.

• PwC shows care to employees by providing life and income protection as part of our total remuneration package.

• PwCs paid parental leave applies to all parents regardless of gender so all our employees can be involved with raising their children

• Enhanced leave capabilities - an opportunity to purchase additional leave and two staff recognition days available each year.

• Digital upskilling through our Digital Academy.

Mo te aha tu e tatari ana / What are you waiting for

At PwC we support you through a range of financial and non-financial rewards and benefits. Discover a life that works for you with our diverse inclusive and flexible culture. To learn how you can grow and shine in your career at PwC please visit: motuhake / Independence

Maintaining independence is fundamental to demonstrating that PwC has not been influenced by any relationships or situations that undermine our objectivity. This role requires an independence review process.

Travel Requirements