Head of Engagement and Support

6 months ago

Upper Hutt, New Zealand New Zealand Government Full time

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

We’re working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver ‘Our Business’ and achieve long-term change.

Head of Engagement and Support (ICT), it starts with you
- Based at Police College Porirua / National Headquarters, Wellington
- Grade 23
- Office of Constable / Police Employee
- Permanent, Full Time
- JR 4582405

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.
The Head of Engagement & Support (ICT) is a key internal stakeholder facing role for ICT. The role involves direct interaction with customers and stakeholders, understanding their strategic intent and how ICT can enable their outcomes. The role is also expected to draw linkages across groups and levels within Police to ensure investments are positioned with the whole organisation in mind.
As part of a new ICT Services Team, you will have the chance to shape the running of this function, and your previous experience in demand management, from ideation through to triage will be valued.
Focused from the perspective of customer experience, a key accountability of the role is wayfinding on behalf of the customer and stakeholders to ICT resources that can help. The group is expected to transform the way we currently engage and manage our customer demand, support arrangements and services.
The Head of Engagement and Support draws together the district and national demand and support management functions to coordinate ICT outcomes to our Districts and National Business groups. The role requires a broad and deep understanding of the priorities and outcomes NZ Police provide to our communities coupled with an ability to quickly get to the heart of business issues whilst recognising the potential interdependencies to other business functions. To achieve this, you will require an ability to develop and mature enduring relationships across Police, comfortable with engaging at all levels, bringing clarity to business needs. Once needs are identified, an innate ability to triage, way find and determine service delivery needs is critical. Collaborative engagement will be the key to success.
Effective and balanced Relationship Management is essential for this role. The successful applicant will have excellent interpersonal skills and be able to quickly understand the organisational issues and then work them into viable and considered options that meet Police priorities and needs. You will need to be cognisant of the need to challenge historical ways of working, and constantly seek to improve and transform the way we meet demand. This will require analytical reflection and effective writing skills to present complex and interdependent lenses into balanced narratives that support business areas, demonstrate budgetary awareness, are outcome focussed and meet the architectural roadmaps of ICT.
As part of a new technology team you will have the chance to shape the running of this function.

**Key Accountabilities**:

- Establish and maintain critical relationships (National, District and Internal ICT staff).
- Utilise these relationships to gain organisational insights on issues, needs and potential solutions that support our business units and mitigate isolated initiatives that create complexity and support challenges.
- Constantly seek efficiencies and opportunities to release expenditure for reinvestment into other initiatives.
- Use evidence and insights to drive changes in practices.
- Lead the team to create value and impact, ensuring ongoing evaluation to ensure stakeholder satisfaction and continuous improvement.
- Provide strategies, management, structure, and process for the assessment, planning and provision of services, programs & initiatives to meet deliverables.
- Demonstrate strong and inclusive leadership taking a unified approach across ICT functions to achieve our strategy - working together to achieve common goals.
- Ensure all activities conducted comply with governing regulations, internal policies, and procedures.

He aha taau e kaw

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