Service Management Analyst

Join us. But be you. At Deloitte, you’ll do more than just join something, you’ll add something.  You’ve found a place that values your curiosity, passion, and desire to work alongside brilliant people on the things that really matter. There really is only one question: What impact do YOU want to make? 

Please note: You must be legally entitled to work in New Zealand from the time of application to be considered.  

We have a new vacancy within our Systems Delivery & Modernization – Operate team for a talented Service Management Analyst to support our clients and Deloitte specialists as key point of contact.

The Deloitte Operate team provides ongoing managed services to many public and private sector organisations in New Zealand and offshore – from supporting Finance systems to managing cloud services to providing on-demand DevOps capability for modern platforms.  

This is a growing part of our business, offering strong opportunities for career development and exposure to variety of industries, technologies, and service management practices.

This role is primarily responsible for providing service management support with the Service Desk, while contributing to the continuous improvement of the efficiency, effectiveness, and quality of Operate services delivered to both clients and internal teams.

Service Desk & Operations

• Own and manage the end to end lifecycle of incidents and service requests within ServiceNow or equivalent ITSM tools.
• Monitor ticket queues and proactively drive progress to ensure SLA targets are met.
• Coordinate with technical resolver groups, service delivery managers and stakeholders to progress and resolve tickets.
• Escalate risks such as SLA breaches, ageing tickets or stalled progress to the service delivery managers.
• Occasionally provide rostered cover for out-of-hours work. 

Stakeholder Engagement

• Manage customer requests, set clear expectations, and ensure effective and professional communication with internal teams and customers.  
• Build strong working relationships to support high levels of customer satisfaction.
• Act as a key point of contract between clients, technical teams and service delivery managers.

Reporting & Insights

• Provide insights on SLA performance, ticket trends and operational metrics.
• Work with our finance tools to support monthly billing to our customers. 
• Assist SDMs with service reviews and operational reporting.

Service Management & Continuous Improvement

• Identify trends, recurring issues and opportunities for service improvement.
• Contribute to improving service desk and operate processes, standards, and ways of working.
• Ensure service documentation (e.g. knowledge articles, process guides) is kept up to date and to a high standard.

Required Experience & Skills

• Recently graduated and/or 1 – 2 years’ experience in support, service desk, project coordination or other similar role.
• Experience using ITSM tools such as ServiceNow (or similar)
• Strong understanding of ITIL-based processes (Incident, Request, Problem Management)
• Excellent communication and English language skills, both verbal and written.
• Ability to manage competing priorities in a fast-paced, multi-client environment.
• Proficiency in Microsoft Excel is a must.   
• Exceptional organisational and problem solving skills, demonstrating an ability to understand commercial challenges, and translate them into technical requirements to escalate with appropriate channels and following through progress to completion.   
• Ability to work inclusively with a wide range of people including in other countries.

Preferred

• Bachelor’s degree in a relevant field (e.g. STEM, business, or similar)
• ITIL 4 Foundation certification
• Experience working in a managed services environment

Next Steps

So, who is Deloitte in Aotearoa? 

We are driven to create an impact that matters at every opportunity. Supported by a strong leadership team and member firms from over 150 countries across the globe, Deloitte New Zealand is in the business of solving complex problems.  Over our 175-year history, we have built a reputation for impactful delivery across audit and assurance, consulting, financial advisory, risk advisory, tax, and technology services.  

Our workplace and culture

We are driven by our desire to create positive outcomes for our clients, communities, and people. Our purpose is to make an impact that matters. Everything we do is with intent - the intent to make a meaningful difference.

Our shared values are at the heart of everything we do. Living these values, including ‘taking care of each other’ and ‘fostering inclusion’, is essential to ensuring everyone feels included at work and able to reach their full potential. 

For us to succeed and thrive as an organisation, we understand the importance of creating a culture where diverse perspectives matter and where everyone is given an equal opportunity to grow and develop.

Deloitte New Zealand rewards

Founded on concepts of trust, balance, wellbeing, and the importance of personal connection we offer:

• Flexible work arrangements – work in a way that suits you, us and our clients best    
• Subsidised professional qualifications and paid professional memberships
• Subsidised health insurance
• Income protection insurance
• 22 days annual leave
• Social events, social sports teams, and monthly firm drinks
• A focus on wellness and well-being
• Community focused volunteer days
• A focus on the environment and sustainability

We believe the strongest teams are made up of diverse individuals and we are proud to be an equal opportunities employer. We recognise that women and individuals from under-represented backgrounds may hesitate to apply if they don't meet all criteria. If you're passionate about this role and believe you have the skills, we encourage you to apply, even if your experience, ideal working hours or qualifications aren't a perfect match.

Please be aware of phishing attempts posing as Deloitte recruiters. Official communications from Deloitte New Zealand will come from “@deloitte.co.nz,” “@smartrecruiters.com,” or our video interview platform Deloitte. If you receive a suspicious email, verify its authenticity by contacting us at [email protected].