Service Delivery Manager

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.

Service Delivery Manager
- Workforce Management
- Based at Piki Ki Te Ao
- Grade 21
- Office of Constable/Police Employee
- Permanent
- NAV
- JR 4779842

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 Service Delivery Manager plays a pivotal role within the National Workforce Management Group, will take ownership of rostering, scheduling, and other workforce management functions of Police’s Service Centre staff.
To support the delivery of these outcomes, the Service Delivery Manager will maintain an overview and actively work to maximize capacity and capability of the Service Centers’ deployable resources; contribute to tasking and coordination processes, including close liaison with Directors and Deployment Managers of Service Centers; ensure that good quality information is available to Police in order to maximise decision making; be able to provide guidance to Police on resourcing; provide an effective linkage/liaison with the Service Centers to ensure that there is a joined approach to deploying resource to efficiently respond to requests for service.
To support the development of strategies to support the functions of the Critical Command Information (CCI) components, and Operational Delivery components of the NZ Police Deployment Model, as they relate to Service Centers. The Service Delivery Manager will deliver on quality controls and processes in a nationally consistent manner.
The Service Delivery Manager is a leadership position within the National Workforce Management Group and responsible for enabling the Prevention First operating model through workforce management services.

**Key Accountabilities**:

- Manage and coordinate services reporting on demand, performance, risk compliance, resources, and competencies.
- Forecast resource levels in Service Centres to meet anticipated demands.
- Identify, communicate, and escalate as required the deployment risks emerging from Service Centres due to resourcing levels.
- Deliver according to Service Level Agreements (SLA) agreed with Directors and National Managers of Service Centres for service delivery.
- Develop and implement process improvements, training plans, auditing, and other management controls to ensure the service delivery team meets the agreed SLAs.

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.

To be successful, an applicant would need to demonstrate several skills to various levels of expertise:

- Excellent communication, collaboration, and leadership skills
- Evidence of enhancing administrative processes and systems
- Know how to co-design initiatives with our diverse communities.
- Experienced in leading change initiatives.
- Strong understanding of Workforce Management practices and challenges
- Excellent communication, relationship building and interpersonal abilities.
- Strong understanding and proven experience in knowledge management, quality assurance, and continuous improvements
- Know how to influence, collaborate, and leverage the capability of others to achieve our targets.
- Know the key responsibilities under the Employment Relations Act and when to seek specialist support.

Whakaritenga motuhake | Special requirements
- This role is based in Piki Ki Te Ao. Some travel will be required to Mt Roskill, Auckland and occasionally to Police National Headquarters.

This role is set at Strategic Leader level, this means your key purpose is “to lead the strategy, Our Business, and enable our people to deliver it”.

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Mo tātou | About us
New Zealand Police is the lead agency responsible for preventing crime and enhancing community safety. It works in partnership with individuals, communities, businesses, and other public sector agencies towards the vision of making New Zealand the safest country. Police is the government’s largest front-line response agency with around 15,000 staff in large and small communities all over New Zealand and in liaison and policing development roles o