Head of Service Experience

1 week ago

Wellington City, New Zealand New Zealand Police Full time

**Head of Service Experience (ICT), it starts with you**
- **Based at Police College Porirua / National Headquarters, Wellington**:

- **Grade 22**:

- **Police Employee**:

- **Permanent, full time**:

- **JR 4610568**

**E tῡ ki te kei o te waka, kia pakia koe e ngā ngaru o te wā.**
- Stand at the stern of the canoe and feel the spray of the future biting at your face_

**Mō te tūnga | About the role**

The purpose of the Information and Communications Technology (ICT) group is to work in partnership with the rest of the organisation to provide digital technology and communication solutions that support excellence in policing and service delivery and enable Police’s strategic ambitions.

With a primary hub in Wellington, and a presence throughout the country, we deliver new and enhanced solutions directly and through specialist vendor partnerships. We provide expert advice on how technology can be leveraged to support Police’s strategies and turn concepts into reality through collaborative development.

We are looking for an innovative Head of Service Experience who will actively contribute to the fulfilment of ICT’s responsibilities related to the implementation, supervision, development, and evolutions of our services.

By the time a service is delivered, it should be creating value. Taking user experience into account is a proactive approach which should eliminate future questions about usage. The Head of Service Experience is key to delivering this methodology.

**Key Accountabilities**
- Manage the interface with Police’s internal stakeholders, internal ICT team and external stakeholders;
- Lead the ICT service implementation process and all related activities;
- Contribute to the service definition, deployment, operations and further development from the ICT service perspective;
- Manage the service delivery on a day-to-day basis, act as the organisations interface between the service provider(s) and remedy any issues, escalate problems to ICT management, propose solutions and improvements;
- Manage assigned ICT contracts with focus on efficient ICT service delivery based on formal SLAs with Police vendors;
- Define and monitor service level agreements, KPIs and other service parameters to monitor the performance of the service(s);
- Operate in compliance with the Agency’s Quality Management System and perform tasks related to quality management;
- Develop, maintain and ensure continuous improvement of the ICT service catalogue;
- Ensure the development of service level agreements and operational level agreements for all services in the catalogue;
- Manage ICT service requests, ensuring compliance with agreed governance processes and workflows.

**He aha taau e kawe mai | What you’ll bring**

Being part of the Police whānau is about being our best to ensure our communities are safe and feel safe. Our Core Competencies provide a shared understanding of the behaviours, leadership and technical competence required for success at each level of Police. Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high performing teams, and the way that you lead yourself or others.

This role is the primary ‘front of house, face of ICT’. We require an individual who is empathetic to customer needs and with continuous improvement embedded in their DNA. Competing organisational demand within a fiscally taut environment requires a rare balance of exceptional service provision and prioritised engagement.

The successful applicant will know when investment is required and will be able to articulate the options to achieve that through innovation, efficiencies of services, and have a close eye on identifying opportunities to achieve this. ‘More of the same’ ensures status quo, whereas we are after a dynamic, leader led, and innovative head of department to grow our capability.

**To be successful in this role you will require the following**:

- Relevant tertiary qualification, or equivalent job-related experience (Service Experience, Service Management, Project Management and/or ITIL preferred).
- Demonstrated people management experience (teams of circa 50 staff).
- Demonstrated understanding of emerging customer experience/interaction channels and technology including customer support technologies, CRM, chat, etc.
- Experience recommending and implementing creative solutions to drive increased customer satisfaction.
- Excellent communication, presentation, and interpersonal skills, with the ability to collaborate, build relationships and influence stakeholders at all levels of the organisation.
- Demonstrated ability to lead and develop high-performing teams.
- Familiarity with Agile/Scrum methodologies is a nice-to-have.
- Demonstrate extensive experience in leading multiple functions in an integrated manner.
- Maintain confidentia

  • Experience Leader

    2 weeks ago

    Auckland City, New Zealand GrowPro Experience Full time

    **About us** We are GrowPro Experience, an international Startup that designs experiences and offers free advice to adventurous souls who want to live, study, and work abroad. **Your functions** - Welcoming students in local coworking (includes airport pick up service) - Negotiation with local partners (related to events and destination activities) -...

  • Head of Store Experience

    2 days ago

    Wellington, Wellington, New Zealand Nike Full time

    Nike is pushing the boundaries of retail innovation, and we need exceptional leaders like you to help us achieve our goals. As an Assistant Head Coach, you'll have the opportunity to shape the customer experience, drive sales growth, and develop high-performing teams.About the RoleThis is a once-in-a-lifetime opportunity for an experienced retail...

  • Head of Experience and Content Design

    1 week ago

    Wellington City, New Zealand Museum of New Zealand Te Papa Tongarewa Full time

    Te Papa is a ground-breaking national museum that is known internationally for its unique and audience-centric experiences and exhibitions. We are seeking a thought leader in design and delivering to audiences, to lead the exceptional creative experience and content design teams. This is a senior leader role in the Audience and Insight Directorate. From...

  • Head of Service Management

    1 week ago

    Wellington City, New Zealand New Zealand Police Full time

    **Head of Service Management (ICT), it starts with you!** - **Based at Police College Porirua / National Headquarters, Wellington**: - **Grade 22**: - **Police Employee**: - **Permanent, Full Time**: - **JR 4610696** **E tῡ ki te kei o te waka, kia pakia koe e ngā ngaru o te wā.** - Stand at the stern of the canoe and feel the spray of the future...

  • Head of Cloud Infrastructure

    7 days ago

    Wellington, Wellington, New Zealand New Zealand Customs Service Full time

    Key ResponsibilitiesThe Head of Cloud Infrastructure will have the following key responsibilities:- Establish and maintain cloud engineering best practices within the organization- Develop and implement cloud engineering strategies that align with our IS strategies and Product Roadmaps- Lead the engineering team in establishing cloud engineering practices,...

  • Head of Crew and Onboard Experience

    3 weeks ago

    Wellington City, New Zealand KiwiRail Full time

    **Kia Ora** **We’re going places. Are you?** If life’s a journey, KiwiRail is a great way of keeping your career moving through it. Ours is a fast-paced, inspiring, and truly customer-focused culture - where your career will connect you to real opportunities, while balancing work and whānau life. Great Journeys New Zealand (GJNZ) operate some of New...

  • Head of Consumer Experience

    1 week ago

    Auckland City, New Zealand Joylab Full time

    Say g’day to Joylab and Kapura, two extraordinary communities of top-notch bars, pubs and restaurants dotted across the country that have now combined forces. We’ve both been hard at work for over 15 years creating great businesses and now we’ve decided we’re just better being together. This is an exciting time for the network as we embark on a new...

  • Service Department Head

    3 days ago

    Wellington, Wellington, New Zealand Tangram Full time

    We are seeking an experienced and skilled individual to take on the role of Service Department Head at Tangram. This position plays a critical part in our success as a leading Toyota dealership.The successful candidate will have a proven track record in automotive management, with a strong focus on leadership and team development. As Service Department Head,...

  • Kaitiaki Manuhiri Visitor Experience Team Member

    2 weeks ago

    Wellington, New Zealand Wheako Pōneke Experience Wellington Full time

    **Wheako Pōneke Experience Wellington** **Kaitiaki Manuhiri | Visitor Experience Team Member**: **Wellington, Wellington, Wellington City Centre** $27.80 - $27.80 Hourly Living Wage Permanent Part time - **Get up close and personal with an iconic Pōneke Institution**: - **Living Wage Accredited Employer with generous leave provisions**: - **Work with...

  • Head of Kindergarten Services

    4 days ago

    Wellington, Wellington, New Zealand Brian Webb Kindergarten Full time

    **About the Role**We are seeking an exceptional individual to lead our kindergarten as Head Teacher. This is a permanent, full-time position that offers a unique opportunity to make a lasting impact on the lives of young learners.The successful candidate will be responsible for implementing educational programs that align with our philosophy and values. They...

  • Head of Sales

    1 week ago

    Auckland City, New Zealand Vector NZ Full time

    Head of Sales & Service - Full-time - Engagement type: Fixed Term - Employee - Department: Vector Fibre Want to work somewhere where you are doing good for the world, your community and yourself at the same time? If you think you’ll thrive working in a sector undergoing significant transformation, working on critical projects of global significance, and...

  • Senior Medical Consultant for Rheumatology Services

    4 days ago

    Wellington, Wellington, New Zealand Head Medical Full time

    Senior Medical Consultant OpportunityHead Medical is seeking an experienced Rheumatologist to join our team as a Senior Medical Consultant.In this role, you will provide clinical leadership and oversight of the rheumatology service, developing and implementing strategies to improve patient outcomes and satisfaction.Key ResponsibilitiesLead a team of...

  • Head of Department and Professor of Public Health

    4 weeks ago

    Wellington City, New Zealand University of Otago Full time

    **_____** **DEPARTMENT OF PUBLIC HEALTH/TE TARI HAUORA TŪMATANUI** **UNIVERSITY OF OTAGO, WELLINGTON/ŌTĀKOU WHAKAIHU WAKA, PŌNEKE** - Unique opportunity to shape the future of public health in Aotearoa, New Zealand, and on the global stage. - Situated in the beautiful and culturally rich capital city of Wellington. **University of Otago/Ōtākou...

  • Head of Kitchen Services

    14 hours ago

    Wellington, Wellington, New Zealand Abroad Work Full time

    Job Title: Head of Kitchen ServicesAbout Abroad WorkWe are a leading provider of temporary staffing solutions for the hospitality industry. Our mission is to connect skilled professionals with exciting job opportunities abroad.Job DescriptionJob SummaryWe are seeking an experienced Resort Manager to lead our kitchen services team. The successful candidate...

  • Head of Finance

    1 week ago

    Wellington City, New Zealand Sharesies Full time

    Our client, Sharesies, is seeking a dynamic and experienced Head of Finance to join their team in Wellington for a 10 month parental leave cover. This is an exciting opportunity to be part of a company that is committed to creating financial empowerment for everyone. Sharesies is a wealth development platform that values people and what they bring to the...

  • Head of Improvement and Digital

    2 weeks ago

    Wellington City, New Zealand Plunket Full time

    At Whānau Āwhina Plunket, we have the privilege to support families and help children in Aotearoa to get the best possible start in life. We’re seeking the support of a Head of Improvement and Digital to join our team on a permanent, full time basis. **Te Whiwhinga mahi | The opportunity** Reporting to the GM of Finance, Technology and Commercial, the...

  • Head of Engagement

    1 week ago

    Wellington City, New Zealand New Zealand Government Full time

    Lead a new Engagement team - Drive initiatives that promote the Ministry's objectives, vision and values - Help the Ministry engage with key stakeholders across New Zealand This is a full-time permanent role based in central Wellington **About the Ministry for Regulation**: The Ministry for Regulation is a newly established small government agency with a...

  • Head of Location Information

    2 weeks ago

    Wellington City, New Zealand Land Information NZ Full time

    Shape and hold the strategic vision - Innovate data products and services - Champion a customer-centric approach About Toitū Te Whenua Land Information New Zealand Toitū Te Whenua Land Information New Zealand's key role is to ensure New Zealanders have accurate information about where people and places are, that people have confidence in their property...

  • Experienced Radiologists Wanted for Private Practice

    3 days ago

    Wellington, Wellington, New Zealand Head Medical Full time

    Exceptional Opportunity for Radiology ProfessionalsHead Medical is a reputable healthcare organization in New Zealand, offering a wide range of medical services to the community. Our radiology division is seeking experienced Radiology Consultants to join our team, providing an opportunity to work in a dynamic and challenging environment. As a Radiology...

  • Private Practice Radiology Positions Available

    3 days ago

    Wellington, Wellington, New Zealand Head Medical Full time

    Radiology Consultant Opportunities at Head MedicalWe are a leading healthcare organization in New Zealand, committed to delivering high-quality medical services to our patients. Our radiology division is seeking experienced Radiology Consultants to join our team, providing an opportunity to work with a diverse range of patients and conditions. As a Radiology...