Manager Ict Change and Services

7 days ago

New Zealand Fire and Emergency New Zealand Full time

Be part of a collaborative ICT Infrastructure and Operations team with opportunities for professional development
- Thrive on being innovative and working at pace in assisting FENZ to achieve business outcomes
- Collaborate, maintain and provide high quality information to stakeholder groups
- Be part of the team to move to modern and fit for purpose ICT solutions

Lead our Change & Services team within Fire and Emergency New Zealand as Manager, ICT Change and Services and utilize your knowledge within a supportive team and make a real difference to the business

**Who are we**:
Fire and Emergency New Zealand is a Crown Entity established on 1 July 2017 under the Fire and Emergency New Zealand Act 2017. The role of our new organization is to reduce unwanted fires, respond to structural and vegetation fires and other emergencies including motor vehicle crashes, medical emergencies, hazardous substance related incidents, natural disasters and support increased community resilience.

Our vision is to build stronger communities and protect what matters most to the people within them. We are proud to be recognized as New Zealand’s most trusted public sector agency. Our values reflect what our people believe is core to who we are and the organization we aspire to be:
We Do the Right Thing - Kia Tika

We Serve and Support - Manaakitanga

We Are Better Together - Whanaungatanga

We Strive to Improve - Auahatanga

**About the role**:
The Manager ICT Change and Service leads the change and services team that is responsible is the owner of service management practices including change enablement, incident, problem, service level management, risk and capacity management.

The position holder is responsible for ensuring that changes to information systems and related infrastructure are carried out in such a way as to meet the needs of the business and present a mínimal risk to the business and information. The change function is involved in the assessment of risks and in the formulation of mitigation strategies to the risks and works closely with key stakeholders from the business and ICT to ensure that changes are approved before implementation. This role has a consultancy function for new initiatives and projects to ensure that their service design can be made operational for ICT.

The purpose of incident management is to minimize the negative impact of incidents by restoring normal service operations as soon as practicable. The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing work arounds and known errors.

The purpose of Service Level Management is to set clear business-based targets for service performance, so that the delivery of a service can be properly assessed, monitored, and managed against these targets. The purpose of Service Design is that for every service there are environments, systems, patterns, people, and tools that need to be defined, designed and delivered. Day to day the activity of service design means planning and organizing people, infrastructure, communication, and the material components of a service in order to improve its quality and the interaction when this service comes into production.

**What you’ll bring to the role**:

- Ability to define key Service Management frameworks and processes, based on ITL4, and embed these across the ICT department
- Demonstrated leadership experience in a service operations environment
- Good understanding of key service management practices and the inter-relationships between those practices, particularly incident, problem and change.
- Strong experience managing and undertaking the change enablement activities in a large complex organization.
- Strong leadership skillsets
- Ability to implement continuous improvement across the Service Management functions and embed these efficiently
- Demonstrated experience communicating effectively will all levels of an organization.
- Experience providing effective advice to leaders and project managers.
- Personal organization and self-management, having the ability to prioritize multiple activities.
- Experience in quickly establish and maintaining effective relationships, using influencing and persuading techniques to build confidence.
- Proven oral and written communication and presentation skills with a demonstrated ability to convey information and ideas clearly and accurately, in a way that meets the needs of the audience
- Good experience in chairing formal meetings and ensuring meeting are conducted to best utilize the time of participants
- Creative thinking and the ability to solve problems using judgement and initiative
- Flexibility and the ability to stay calm under pressure while still delivering on outputs
- Well-developed ability to critically analyze and interpret complex information and make effective, well-reasoned decisions
- Strong documentation and reporting writing experience
- ITIL4 Fo

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