Title:  Manager - ICT Operational Support

• Preferred base for role would be Wellington (Auckland considered for an exceptional candidate)
• Career development and growth opportunities   
• Permanent Position - 40 Hours per week (Monday – Friday) 

Position Description

He kōrero mō mātou | About us:   

At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being.   

Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard.   

He whakamārama mō te tūranga mahi | About the role:

As Manager ICT Operational Support, you will lead the ICT Service Desk and support functions that keep our technology services reliable, secure, and responsive. You’ll govern service management processes, improve capability, and ensure our systems are ready to support a 24/7 transport network.

Your role is about making sure our technology works seamlessly so people, freight, and critical infrastructure can keep moving. From managing change processes to fostering strong relationships across the business, you’ll be a key link between ICT, vendors, and the wider organisation.

Ngā pukenga e rapu nei mātou | What you will bring:

We’re looking for someone with both technical expertise and strong leadership skills. You will bring:

• 8+ years’ experience in IT service delivery, operations, or service management
• Strong understanding of ITIL frameworks and ITSM processes
• Experience leading ICT Service Desks or similar functions
• Proven ability to improve service transition and change management processes
• Background in working with ITSM tools (e.g., Jira Service Management, ServiceNow)
• Excellent people leadership, coaching, and communication skills
• Ability to balance urgency with risk management in a complex environment
• A collaborative and customer-focused mindset

Qualifications:

• Bachelor’s degree in information technology, Business Administration, or related field
• ITIL Managing Professional or Intermediate Certification

Nōu te rourou | What’s in it for you:

At KiwiRail, your contribution supports a service vital to New Zealand’s people and economy. In return, we offer:

• A competitive salary package
• Opportunities for professional growth and leadership development
• The chance to influence service delivery across a large, complex organisation
• A supportive, inclusive workplace that values collaboration and innovation
• The opportunity to make a lasting impact on how technology supports rail in Aotearoa

Kua rite, kia rite | Ready to make a difference?

Rā aukati | Applications close: 16 September 2025, unless filled sooner

Successful candidates must pass a pre-employment medical and drug screen. You must hold NZ residency or citizenship to apply.