Head of Service Management

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 Service Management**
- **Based at Police College Porirua / National Headquarters, Wellington**:

- **Police Employee**:

- **Permanent, full time**:

- **JR 5026463**

**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.

The Head of Service Management (ICT) amalgamates all Information Technology Infrastructure Library (ITIL) functions (Change, Transition, Release, Problem & Incident Management) including Applications Support and the Service Desk. The role oversees the strategy, planning and execution of the organisation’s overall customer experience goals across ICT’s products and services. This includes liaising with other directors and heads to ensure all other teams contribute equally to providing ICT customers a seamless experience across touchpoints.

We are looking for an innovative Head of Service Management who will actively contribute to the fulfilment of ICT’s responsibilities related to the implementation, supervision, development, and evolutions of our services - focussed delivery is essential. This role is responsible for ensuring that the IT services are aligned with the business goals, delivered efficiently and effectively, and continuously improved to adapt to changing requirements and challenges.

**Key Accountabilities**:

- Provide advice to the Director ICT Services on the ongoing strategic direction for the service management environment and leads on it.
- Work closely with the Direct Reports of the Director Services, ICT Directors, Product Managers and wider Police staff to ensure alignment across process and practices to achieve a high-quality customer-centric experience.
- Lead and manage the Service Management team to ensure that the response of ICT received by Police colleagues is professional, responsive, and effective whilst ensuring that the service delivered meets service expectations, service level agreements and surpasses industry benchmarks.
- Collaborate with ICT Services teams to develop the overall customer experience strategy for customers throughout various stages of their lifecycle with the organization.
- Oversee and map customer journeys across all ICT products and services.
- Work to minimize silos of systems, data, assumptions, hand-offs, performance, and customer touch-points.
- Establish and roll-out ICT’s service management roadmap including the technology, data and analytics needed to provide a 360-degree view of the service experience and capabilities needed to meet the current and future needs of our ICT customers.
- Interpret and leverage internal and external data insights to identify potential issues and opportunities to create a frictionless experience for ICT customers across various stages of their lifecycle.
- Recommend and support the implementation of tools and technologies to deliver, manage, measure, and improve customer experience.
- Develop Key Performance Indicators (KPI’s) and reporting framework to measure customer experience KPI’s, sentiment and success metrics of proposed and implemented service experience strategies.
- Demand management, including the collection, recording, and central triage of all customer demand prior to prioritisation and planning.

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

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.

You need to be familiar with the IT service management frameworks, standards, and international best practices, such as ITIL and DevOps. The Head of Service Management also needs to keep up with the latest trends and innovations in IT, such as cloud computing, artificial intelligence, and cybersecurity, and assess their impact and potential for our services. You must be able to learn from problems, using root cause analysis, lessons learned, and improvement actions.

The successful appl