Service Delivery Manager, Service Experience

2 weeks ago

Wellington, New Zealand Ministry Of Health Full time

Service Delivery Manager, Service Experience | Wellington Implement service management frameworks to drive improvement and manage performance of the digital service portfolio.
Permanent, Wellington based role Salary midpoint $167,119, actual salary dependant on experience At Manatu Hauora – Ministry of Health we are the kaitiaki of the health system, providing leadership and driving strategy and performance.
We regulate the health sector and are the primary source of advice on health matters.
Within our Corporate Directorate, a new Services Excellence team has been established to enhance Ministry's efficiency and effectiveness through the use of digital services.
While we primarily consume these services from third-party providers, a significant portion of our IT Service Management (ITSM) services are delivered through a shared services arrangement with Health NZ.
Our newly established Service Experience Team will ensure comprehensive oversight of all digital services, whether provided in-house, through shared services, or by external vendors.
Ko ake mahi - What you'll do You will develop and implement service management frameworks and processes to support the delivery of high-quality digital services.
You will also establish and maintain a comprehensive service catalogue, capturing all services provided to the organisation including contractual, commercial, and funding agreements.
In this role, you'll lead service transition activities, ensuring new services or changes to existing services are implemented smoothly and meet business requirements.
You'll monitor and report on service performance, identifying areas for improvement and working with stakeholders to implement enhancements.
The Service Delivery Manager will act as a key point of contact for service-related issues, ensuring timely resolution and minimal disruption to the organisation and ensure that the organisation fulfils its responsibilities as a customer, including taking the necessary actions to ensure services can be consumed effectively.
Proven experience in service delivery management, with a strong background in IT Service Management (ITSM), service transition, and service improvement.
Demonstrated expertise in managing commercial and/or shared services relationships with third-party service providers including contract negotiation and performance monitoring.
Strong expertise in customer-focused service delivery, with the ability to understand and address the needs of diverse business units within a government context.
Excellent communication and relationship-building skills, with the ability to influence and collaborate with stakeholders at all levels.
A pragmatic and proactive approach to problem-solving, with the ability to design and implement effective solutions in a complex environment.
Strong organisational skills, with the ability to manage multiple priorities and deliver results in a fast-paced environment.
ITIL certification or equivalent experience is highly desirable.
Ko matou me to matou whare - What we bring Unlock your career potential at Manatu Hauora, where you'll discover a world of opportunities for personal and professional growth.
We're not just a workplace; we're a whanau that values your well-being and the importance of work-life balance.
At Manatu Hauora, diversity and inclusion are woven into the fabric of our culture, ensuring that every voice is heard and every perspective matters.
Your wellness is our priority, with comprehensive support and resources to keep you thriving.
Join us today and be part of a team dedicated to improving healthcare.
Our Values underpin how we work together and with the health and disability sector, public service colleagues and communities.
Me pehea te tono mai - How to apply To view the position description and apply, please follow the online process at our Careers Website.
Please ensure you upload a CV and covering letter with all applications.
If you have any questions, email the recruitment team at To apply, you must hold the right to work in New Zealand.
For information on work visa eligibility, check out the Immigration New Zealand website.
Applications close on Thursday, 3 October 2024.
We are reviewing applications as they are received and interviews may take place during the advertising period.
Please note if we receive a high number of applications this job may close prior to the closing date.
All candidates will be notified of the outcome on their application via email.
Shortlisted candidates will be required to complete an interview process, reference checks, and a criminal check.
We value diversity and are committed to working in an inclusive and respectful way.
We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference could bring to us.
Please contact us if there is any support that we can provide to ensure the recruitment process is accessible to you.
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