Head of Service Experience

2 weeks ago

Christchurch, Canterbury, New Zealand University of Canterbury Full time
Ratonga Matihiko | Digital Services

Located in Ōtautahi | Christchurch, Aotearoa | New Zealand

  • Fulltime 37.5 hours per week (1.0 FTE)
  • Continuing (permanent) position
  • Generous annual leave provisions and professional development opportunities
  • Kia hiwa rā, kia hiwa rā _He hiahia, he pūkenga nōu ki te mahi a te Head of Service Experience? Nāia te pōwhiri nā Te Whare Wānanga o Waitaha kia tono mai i te tūranga nei._

Āu Mahi | What You Will Do


The role of Head of Service Experience is crucial in Digital's mission to enable awesome digital experiences for our students and staff.

The Head of Service Experience is the practice and thought leader for Service Delivery.

As a senior leader with responsibility for managing and leading priority initiatives which seek to improve outcomes for all stakeholders, you will also be responsible for ensuring that the implementation of such service delivery related initiatives as prioritised and resourced through the Digital Services strategic planning process.

You will identify customer issues and needs through developing and maintaining excellent relationship with end-users and stakeholders.

Using client insight, research, external stakeholder input, and current service evaluations you will develop the design and implementation of service initiatives and establish a formal service delivery framework.


You will ensure the team deliver customers a seamless and efficient digital experience that enhances productivity and enables them to achieve their goals.

Also, you will be overseeing a range of functions to facilitate the delivery of superior measurable services to the end-users including service desk, service delivery, asset management and procurement services.

A key responsibility is to ensure that service delivery support processes offer consistent delivery of a high level of client service in an effective and cost-efficient manner.


Mōu | Who You Are


You will leveraging your advanced professional practice in the area of service delivery, supported by modern tools such as cloud, automation, and AI.

As a Digital leader, you will be able to demonstrate experience in fostering and championing a customer-centric, service-obsessed mindset while enabling agile and lean ways of working within and amongst a team.


You will also be able to demonstrate:

  • Extensive senior level experience in Service Delivery management with much of this time being focused in a digital environment. Preference given to such experience in a Tertiary Education setting.
  • Expertise in people management and leadership in a complex service delivery
  • Strong organizational skills in a formally constituted and delivered service delivery
  • Extensive record of accomplishment of the definition, creation, and delivery of a formal service management practice, including understanding of core ITIL practices e.g., Incident, Change, Problem.
  • Experience of delivering ICT services to Service and Operational Level Agreements with internal and external
  • Experience fostering and leading cultural change within
  • Experience with leading and measuring performance management of team
  • Excellent communication, group presentation and interpersonal skills, as well as the ability to write and deliver succinct business proposals and plans.
  • Financial literacy to forecast and manage team and departmental budgets and
  • Effective motivational, negotiation and dispute resolution
  • An ongoing commitment to own professional development, including keeping up to date with relevant practice industry developments and appropriate training.
  • Active membership of relevant industry professional
  • Active commitment to upholding the values, tikanga (protocols and processes), kawa (rules) of cultural practice and traditions as guided by mana whenua, Ngāi Tūāhuriri, and valuing te reo Māori.
  • Competency in te reo Māori me ōna tikanga is an

Mahi Ngātahi | Who You Will Work With
Building world-class digital capability is crucial to the University of Canterbury's ongoing success.

Digital strive to provide a dynamic foundation from which the University (UC) can explore new business models and ways of working.

Digital will transform how we work, behave, and the expectations of the communities we service.

Our Vision - Our Southern Cross - Digital at UC will be a strategic enabler to deliver relevant, distinctive, world-class learning, research and collaborative experiences to a global audience.

This is underpinned by an empowering workplace experience that enables our people to digitally embrace Whanaungatanga, Manaakitanga and Tiakitanga.

Ngā Painga o UC | Why UC
In 2023 UC is celebrating 150 years of accessible education. The past, the present and the future are intertwined. For more information on our 150th Anniversary visit us here.

Ngā Uara | Our Values of manaakitanga, whanaungatanga and tiakitanga guide our decisions and behaviour and provide a roadmap for how we do things at UC, affirmi

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