Digital Services ITSM Lead

Company Description(ADD UNIT/TEAM INFO)At Hamilton City Council Digital Services, our Asset and Commercial team plays a pivotal role in ensuring the seamless operation of our Digital Services Finances and Asset Management. We are dedicated to driving change, supporting the commercial needs of the unit, and collaborating across the Digital Services to champion community-focused initiatives.Job DescriptionHe 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.RoleAs 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.QualificationsOo puumanawa me oo wheako | Your skills and experienceEssential Knowledge & ExperienceDeep knowledge of ITIL/ITSM frameworks and their practical application. A bachelors degree in computer science, or business majoring in a field such as information technology. At least 10 years’ experience post qualification in information technology, service management and/or data analysis roles. Proven experience leading ITSM practices in medium to large organisations Strong background in change management and service quality measurement Experience with ITSM tooling (Servicely, ServiceNow, Remedy, or similar platforms) Demonstrated ability to influence and lead across teams without direct authority Technical CapabilitiesProficiency with service reporting and analytics tools (Power BI or equivalent) Understanding of Azure DevOps for cross-dependency tracking and release management Familiarity with monitoring and logging tools integration Knowledge of automation approaches for request fulfilment and incident management Core Competencies Excellent governance and process design skills Strong analytical abilities for trend analysis and data-driven decision making Effective stakeholder management and communication skills Problem-solving mindset with focus on continual improvement Ability to balance strategic thinking with operational pragmatism Experience building and maintaining service catalogues and knowledge bases DesirableITIL certification (Foundation or higher) Understanding of local government or public sector service deliveryAdditional InformationHe aha te wariu o te utu kaimahi? | What’s the salary? Circa $120K dependent on skills and experience.Ngaa waahi whakarato painga kei a maatou: What we offer Flexible by choice; an award-winning flexible working policy.Opportunities for professional development.Two Wellbeing days per year.Free health insurance through Unimed including hospital/surgery grade cover and discounted. membership rates for family members.Free annual health checks and flu vaccination.Ability to purchase additional annual leave.Eye testing/glasses cost reimbursement.Discounted purchases from local businesses; gym memberships, cafes, dentists, hairdressers and many more.Me Tono Inaaianei!: Apply Now! View the position description.Click apply Complete your application.If you wish to include a cover letter with your application, please combine this in the same file as your resume and upload as a PDF file. Alternatively, you can use the 'Write a message to the Hiring Team' text box.Applications close on the: 26/11/2025Note: We will be shortlisting as we receive applications.Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.All candidates will be notified of the outcome on their application via email. Short-listed candidates will be required to complete an interview process, reference checks and a criminal check. Further background checking will be required when relevant to the role. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking hereIt is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met.As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.This role is being sourced directly. If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.