Head of Service Management

**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 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 Management who will actively contribute to the fulfilment of ICT’s responsibilities related to the implementation, supervision, development, and evolutions of our services.

IT service management and delivery is crucial and involves planning, designing, implementing, and improving the IT services that meet the needs and expectations of customers and stakeholders. The Head of Service Management 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.

The successful applicant will need to have a clear vision and direction for the IT services and communicate it effectively to their teams and stakeholders. They will also need to foster a culture of collaboration, innovation, and continuous improvement, and encourage feedback, learning, and sharing of best practices.

**Key Accountabilities**
- Contributes to the development and maintenance of the Police Data and Digital Strategies.
- Provides advice to the Director ICT Services on the ongoing strategic direction for the service delivery environment.
- Works closely with the Head of Service Experience to ensure alignment across process and practices to achieve a high-quality customer-centric experience.
- Develops and delivers strategy to meet the long term needs of customer groups.
- Leads and manages the Service Management team, in alignment with the Head of ICT Service Experience, to ensure that the responses received by Police colleagues are professional, timely and effective whilst ensuring that the service delivered meets service expectations, service level agreements and surpasses industry benchmarks.
- Ensures problem management processes and people are in place with appropriate skills to analyse issues and trends in service delivery to provide long term and effective solutions to incident, request, change and release management.
- Oversees the coordination and control of change and release lifecycles enabling releases to be deployed into production, and beneficial changes to be made to the environment, with minimised risk or disruption to IT service delivery.
- Develops KPIs, SLA’s and reporting to provide clear indication of end-to-end service response, performance, and trends.
- Ensures processes, reporting and surveys are in place to solicit feedback from our Police colleagues on ICT end to end service performance.
- Contributes to the development and maintenance of a complete service catalogue for all services provided by ICT Services Group.

**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.

Problem-solving skills are essential in this role, as you will need to deal with various challenges and issues that may arise in the IT service management and delivery. You need to be able to identify, analyse, and resolve problems, using logical, creative, and systematic approaches. You will also need to be able to prevent problems, using proactive and preventive measures, such as risk management, quality assurance, and change management. You must be able to learn from problems, using root cause analysis, lessons learned, and improvement actions.

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

- Relevant tertiary qualification, or equivalent job-related experience (Service Experience, Service Managem