Technology Service Management Lead

Tiakina te anamata, mā te tūhono i ngā tāngata me ngā wāhi o te inamata. Taking care of tomorrow: connecting people and place today.

Mercury is a bold future-focused organisation, providing energy and telecommunications to more Kiwi than anyone else, leading the way with renewable energy and working toward a sustainable future. At the heart is our purpose which pushes us to do all we can to create a better future for our people, our communities, and Aotearoa New Zealand.

Our Opportunity:

In a world where technology drives business success, youll be the strategic force who ensures Mercurys technology services dont just work—they excel. This isnt just about keeping the lights on; its about creating seamless, value-driven experiences that empower our people and accelerate our business.

This is a strategic influence role. Youre not just managing services—youre shaping how technology enables Mercurys future. Your decisions directly impact our ability to serve customers and drive sustainable growth. With end-to-end ownership of service management governance and operational functions.

• Driving and managing Mercurys service management framework and governance
• Owning change management and chairing the Change Advisory Board (CAB)
• Leading service transition, incident, problem, and knowledge management
• Managing governance across Technology Business Continuity testing, document and sharing lessons learned, and enhancing IT recovery processes.
• Championing continuous improvement and automation opportunities
• Building strong, trust-based relationships with stakeholders and vendors
• Supporting and mentoring others while growing your own capabilities
• Provide oversight of service support functions including service desk
• Engaging across the Mercury business in relation to IT service operations

We are looking for:

• 10+ years in service management, with 5+ years guiding high-performing teams
• Strategic thinking combined with a passion for operational excellence
• Proven track record optimizing end-to-end services across internal and partner ecosystems
• Strong background in technology sourcing and supplier relationship management
• A collaborative, people-first approach with a growth mindset and a love for learning
• Tertiary degree or similar level qualification in a commercial or technology-based discipline
• Formal training and/or qualification in Service Management disciplines (such as ITIL)
• Familiarity working with the Atlassian software suite

Mercury offers (full benefits are listed on our Career Page):

• Additional 5 days leave per annum (MyDays)
• $400 one off tax-free payment towards setting up your home office
• A diverse workplace where your unique abilities and talents will be recognised and encouraged
• Annual salary reviews with excellent parental leave policy, with the option to purchase additional leave
• The opportunities, career paths and facilities associated with working for one of New Zealands largest multi-utility providers
• Flexible working policy - The autonomy and trust to work flexibly from our purpose-built premises and from home, recognising the value of this flexibility in the modern world
• Discounted health insurance and free life and income insurance
• Excellent well-being programme including up to $100 annual check ups and confidential assistance programme
• Gender affirmation leave and supportive bereavement leave to be taken when you lose anyone close to you, including your pet

Mercury is a learning organisation that is committed to providing you with opportunities to grow and develop that will benefit you now and in the future. Part of your role includes building your skillset and mindset through a variety of ways. We believe this creates an energised, innovative and agile work environment where you will feel valued.

At Mercury, we believe that having a team of individuals with different backgrounds, experience and capability working together makes us stronger and better as an organisation. We know that some candidates may only apply for a role if they meet all of the criteria. If you want to join our team, we encourage you to apply for any role that matches your skills, capabilities and interests, even if you arent sure if you meet all of the criteria. If you require assistance or accessibility support from us during the application and selection process, please reach out to recruitment@mercury.co.nz.

A full position description is available below. Applications close 11th June 2025 at 5:00pm. Please note that Mercury retains the right to bring a particularly strong candidate through to interview more quickly.

Job Details Reference # 39685 Posted 28 May 2025 Closing 11 Jun 2025 17:00 Location(s) Auckland, Hamilton, Tauranga Expertise Delivery Lead, Information Technology, Project Management - ICT Job level(s) Experienced Work type(s) Permanent full time

Information :

• Company : Mercury
• Position : Technology Service Management Lead
• Location : Auckland City, Auckland
• Country : NZ