Associate Director of Service Operations

About the Role

The University of Waikato seeks a seasoned technology leader to join the Information Technology Services (ITS) senior leadership team as Associate Director of Service Operations. This key strategic position oversees digital service operations, fosters process improvements, and ensures exceptional delivery of technology services across the university's locations.

Leading around 20 full-time staff in Service Desk, Service Delivery, and ICT Procurement teams, you will champion responsive, customer-oriented technological support for staff, students, and visitors. Your responsibilities include guiding digital service transformation through continuous enhancement and innovation, including the incorporation of AI and automation, while upholding the highest service standards.

You will ensure that service management practices—covering incident, problem, knowledge, and technical change management—are appropriate and aligned with industry benchmarks. Additionally, you will manage operational ICT procurement, cultivate strong partnerships with stakeholders and vendors, and contribute strategically to the organisation’s future direction.

Collaboration with the Chief Information Officer and the ITS leadership group is essential to foster a secure, resilient, and forward-thinking digital environment that supports teaching, research, and student experience excellence.

Responsibilities

• Lead comprehensive digital service transformations within a complex university ecosystem.
• Direct high-performing service teams and influence the institution’s digital strategy.
• Utilize disruptive technologies to enhance service operations.

Key Qualifications and Experience

• At least 10 years of senior-level experience in digital operations or service management, including budget oversight, contract management, and leadership of technical teams.
• Proven track record of steering service improvements and organizational change in multifaceted digital service environments.
• Strong communication, negotiation, and engagement abilities with a collaborative leadership approach that effectively influences all organizational levels and strategic vendors.
• Customer-centric mindset with thorough expertise in ITIL service management frameworks and ICT procurement processes.
• A bachelor's degree in a relevant field or equivalent professional experience.

Organizational Context

The ITS department orchestrates the University’s digital vision, securing and shaping a digital ecosystem that facilitates world-class academic delivery and operational functions. ITS is committed to providing dependable, secure, and advanced digital services aligned with community needs.

Additional Information

• This is a full-time position based at the Hillcrest Campus in Hamilton, New Zealand.
• Salary will reflect the successful candidate’s skills, qualifications, and experience.
• The university values diverse backgrounds and encourages applications from all qualified candidates who have legal work status in New Zealand.
• Application deadline is August 16, 2026.
• Alignment with principles of the Treaty of Waitangi and equal opportunity policies is a fundamental part of the university’s mission.