Service Delivery & ITSM Coordinator Senior Analyst

Management Level

Job Description & Summary

Kia ora

Do more than take the next step. Take the next leap. Explore careers at PwC New Zealand.

At PwC our purpose is clear: to build trust in society and solve important problems.

Join our diverse whānau of experts and be supported with coaching flexibility and a culture where you truly belong. Here youll work with world-leading technology - including A.I. - bringing your people-focussed skills and experience to deliver outcomes that matter.

This is a place to keep growing. Youll learn from the best take on meaningful challenges and make a lasting impact for our clients our communities and Aotearoa.

Ngā Kōrero mo tēnei tūranga / About the role

Join our dedicated team in Pōneke / Wellington as Service Delivery & ITSM Coordinator.

We are seeking an organised and proactive Service Delivery & ITSM Coordinator to support the operational delivery of our multi-platform managed services across Salesforce Adobe and MuleSoft.

In this role you will coordinate ITIL-aligned service processes monitor service performance manage escalations and ensure incident and change workflows run smoothly.

You will act as a key point of contact between technical teams and service delivery stakeholders helping maintain SLA compliance accurate reporting and consistent operational standards. This role plays an important part in driving service quality and continuous improvement across our managed services environment.

This position is ideal for someone with strong communication skills a solid understanding of ITIL practices and a desire to grow their career in IT Service Management within complex enterprise-level environments.

Your day-to-day responsibilities will include:

• Coordinate day-to-day ITSM activities across Salesforce Adobe AEM and MuleSoft platforms within a managed services environment.

• Monitor incident request problem and change workflows to ensure tickets progress correctly and SLAs are met.

• Support escalation processes by gathering required information and directing issues to appropriate technical teams.

• Prepare and maintain service documentation including runbooks process guides and knowledge base articles.

• Assist with Change Management activities including CAB preparation scheduling and deployment readiness checks.

• Contribute to post-incident reviews by capturing details documenting outcomes and tracking action items.

• Generate or support the creation of service performance reports dashboards and KPI summaries.

• Collaborate with Service Delivery Leads and platform specialists to ensure consistent service operations and governance.

• Communicate clearly with internal teams and clients providing updates on ticket progress risks and service impacts.

• Identify opportunities to improve ITSM workflows automation or operational processes.

• Ensure adherence to ITIL-aligned service management procedures and organisational governance standards.

Ngā pūkenga kei a koe / Skills and experience

We are looking for professionals with 24 years of proven experience in IT Service Management Service Desk or Service Delivery Coordination

• Strong understanding of ITIL practices including Incident Request Change and Problem Management.

• Experience working in multi-platform or cloud-based environments.

• Exposure to Salesforce Adobe AEM or MuleSoft (operational or conceptual knowledge).

• Hands-on experience with ITSM tools such as Jira Service Management or ServiceNow.

• Strong organisational skills with the ability to manage multiple service activities and priorities.

• Excellent communication skills capable of translating technical information into clear business-friendly updates.

• High attention to detail and the ability to follow structured service processes.

• Interest in cloud platforms digital experience technologies or integration solutions.

Desirable

• ITIL v4 Foundation certification (or willingness to complete within 6 months).

• Experience supporting enterprise cloud ecosystems or integration platforms.

• Familiarity with Salesforce platform operations Adobe AEM workflows or MuleSoft API lifecycle concepts.

• Experience working in a managed services or multi-client support environment.

• Ability to create service reports dashboards or performance insights.

Ngā āhuatanga hirahira o te mahi ki PwC / Highlights of working at PwC NZ

• Growth - Global network; leadership development; AI tools and training; formal learning pathways

• Reputation - PwC is known for shaping tomorrow. Join us and youll accelerate your career while helping clients and communities solve their most important problems.

• Wellbeing - Life & income protection; Sonder/EAP/Headspace; 15 days paid sick leave; group-rate health insurance (eligibility applies)

• Flexibility - Flexible working; supportive coaching culture

• Time off - Purchase up to two extra weeks annual leave; two recognition days provided each year; annual summer shutdown period

• Whānau & community - Paid parental leave for all parents with flexible options and financial planning support; inclusive networks; paid volunteering leave

• Rewards - Discretionary bonus opportunities; generous referral bonuses; retail discounts & deals

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

Hit Apply now. To learn how you can grow and shine in your career at PwC visit our careers site at here. Go further.

Ngā whakautu ki o pātai / Your questions answered

Tono tōtika mai / Please apply directly: Were not currently partnering with recruitment agencies for this role. If youd like to be considered please apply directly - wed love to hear from you.

Atamai Hangahanga / A.I. usage: Please note that secure A.I.-enabled tools may support parts of our recruitment process but all applications are reviewed and decisions made by our people.

Travel Requirements

Available for Work Visa Sponsorship

Job Posting End Date