Service Delivery Analyst

The Dunedin City Council (DCC) takes great pride in delivering a broad range of services to the communities of this unique and fascinating city. From our roads to recycling, public libraries and pools, water supply to walking tracks, and everything in between, DCC's people are talented and committed to serving their city.

Our Business Information Services team is the backbone of technology service delivery at Dunedin City Council, ensuring staff have the systems and support they need to serve our community.

We are looking for an experienced Service Delivery Analyst (Reactive Lead) to take ownership of frontline ICT service delivery, lead incident and escalation management, work closely with our Managed Service Provider, and help drive improvements that enhance both operational performance and customer experience.

The Opportunity

This full-time, 12-month fixed-term role sits within our Business Information Services team and is responsible for governing the frontline of ICT service delivery across the organisation.

DCC currently operates in a fast-paced and often reactive environment. This role will provide dedicated oversight of operational ICT services, ensuring Incident Management, Request Fulfilment, Major Incident Management and operational escalations are effectively governed and continuously improved while maintaining a strong focus on customer experience, service performance and provider accountability. You will also participate in Business Continuity and Disaster Recovery planning, testing and response activities.

You'll work closely with our Managed Service Provider, internal stakeholders, and the Service Delivery Manager to ensure services remain responsive, reliable, and aligned to business needs.

Ideally you will have:

• A qualification in Information Technology or a related field.
• Experience in ICT service delivery, service desk operations, or broader service management environments.
• Strong knowledge of Incident Management and Request Fulfilment processes.
• Experience working with Managed Service Providers.
• Knowledge of ITIL service management practices, with ITIL Foundation (v3 or later) preferred and ITIL Service Operation Certification (ITIL v3) highly desirable.
• Strong customer service and stakeholder relationship skills.
• The ability to manage operational escalations, coordinate service restoration activities and resolve issues quickly.
• Experience analysing service performance and reporting on outcomes.
• Experience with Major Incident Management, service level reporting and service quality improvement would be advantageous.
• Experience supporting Business Continuity or Disaster Recovery testing and exercises would be advantageous.

What We Offer:

• Opportunity to make a real impact on ICT service delivery across the organisation.
• Key role in transforming DCC from a reactive to a more proactive service-driven environment.
• Work alongside experienced ICT professionals and business leaders.
• Exposure to a broad range of technologies, business functions, and projects.
• Supportive and collaborative team culture.
• Professional development opportunities.
• Excellent work-life balance, including 5 weeks annual leave.
• Access to a range of employee benefits and wellbeing initiatives.

Salary range: $99,839 – $117,458

The DCC is committed to the Principles of Te Tiriti o Waitangi, and our work serving the citizens of Dunedin reflects this commitment.

How to Apply

If this exciting opportunity sounds like you and you would enjoy supporting DCC to deliver value to our communities, we look forward to hearing from you.

You can learn more about this role by clicking on the ‘apply now’ button, or visiting www.dcc.jobs website.

Applications for this role may be considered as they are received, and suitable candidates may be progressed through the recruitment prior to the closing date.