Position Overview
We are seeking an enthusiastic ITSM expert to join us as a Practice Lead, IT Service Management to lead the operational management and strategic development of our IT Service Management practice. This role requires a visionary leader with a strong commitment to delivering excellence, driving improvements, and fostering collaboration across the department and the wider University. This is an opportunity to make a significant impact as we modernize and innovate our technology landscape to align with the future of higher education.
Mō wai mātou | About Us
Massey University is a world-leading university in many academic disciplines and fields of research. Our point of difference is research that is connected to community and industry. Our IT Services are evolving under new leadership, with a focus on modernizing applications and integration to support the university’s strategic goals.
Mō tēnei tūranga mahi | About this role
As the Practice Lead, you will be responsible for the people, technology, suppliers, and workflows within the IT Service Management practice. You will ensure the delivery of high-quality IT services that are reliable, effective, and centered on the needs of the users. You will also be at the forefront of introducing improvements to working methods, processes, and technologies that drive continuous service excellence. You will play a key role in developing and implementing IT service management strategies and driving continuous improvement. This is a leadership position that requires a deep understanding of IT service management principles, excellent communication skills, and the ability to inspire and motivate a team.
Āu Mahi | What You Will Do
Develop, implement, and improve IT service management practices that enhance the coordination and delivery of IT services. Ensure these practices support knowledge sharing and align with strategic goals.
Lead and manage the service management practice and team.
Lead the development and maintenance of an accurate and comprehensive service catalogue that meets the needs of both the department and its users.
Lead efforts to assess and improve internal processes and service management practices, ensuring quality is embedded at every stage.
Build and maintain strong relationships with stakeholders within the department and across the University.
Work collaboratively to ensure the effective delivery of services and the continuous enhancement of service management practices.
As an expert in IT service management, provide guidance, direction, and thought leadership both within your team and across the broader organization.
Ko koe tēnei | Who You Are
Minimum of 7 years of experience in IT or IT-related roles, with significant expertise in IT service management.
Industry-recognised certification in IT Service Management (practitioner or manager level).
A tertiary qualification in an IT or Business Management subject, or equivalent extensive industry experience.
Industry recognised certification in IT Service Management at a practitioner or manager level.
Experience in managing teams and fostering an environment where collaboration and knowledge sharing are prioritised.
Strong knowledge of IT service management frameworks (e.g., ITIL, COBIT).
Strong experience in driving the adoption of IT service management best practices, with a focus on both strategic direction and day-to-day service delivery.
Demonstrated expertise in assessing and refining internal processes, with a commitment to continuous improvement and operational excellence.
Experience with IT service management tools and technologies.
Extensive experience in stakeholder engagement and working across different departments to ensure the effective implementation of practices.
Demonstrable familiarity with current strategic issues facing IT departments (preferably in a university or NZ government context).
Ko ngā hua o te tūranga? | What’s in it for you?
Up to 6.75% employer contribution to the UniSaver Superannuation Scheme
Five university holidays per year in addition to your annual leave
Subsidised Southern Cross Healthcare plan for you and your family
Discounted membership to our fully equipped recreation centre and gym facilities
Staff purchasing privileges and discounts at many commercial and retail businesses across NZ
Access to a wonderful on-campus crèche/day care facilities for dependents of staff on our Manawatū campus
Professional development and training programmes
Leading a team of passionate, engaged, and experienced kaimahi
This full-time (37.5 hrs) position is based at our Palmerston North campus. Appointment will be commensurate of skills and experience within the $130 - $170K range. Join us and lead a key part of Massey University’s digital transformation!
