Ecli Manager Service Delivery

Discover a career with purpose at MBIE

Discover a career with purpose at MBIE
- Are you a master of service delivery?
- Do you thrive in complex environments, building relationships and driving excellence? Then this is your chance to make a real impact.
- Permanent Full time, Wellington based
- Salary range: $118,390 - $143,639 p.a.+ Kiwisaver + Wellness Benefits

The Emergency Caller Location Information Service (ECLI) provides Emergency Services Providers with the probable location of people when they make an emergency call (111,911,000 ) on a mobile phone. Every day, ECLI is instrumental in saving lives and keeping people safe from harm in New Zealand. The ECLI team in MBIE works closely with Mobile Network Operators and Emergency Service Providers to ensure that the Service keeps pace with rapidly evolving mobile telephony and to enhance Service coverage and accuracy.
If you enjoy the challenge of being in the forefront of innovation, and also want to have a positive impact on society, come join us

**Tēnei tūranga - About the Role**:
Reporting to the ECLI Director, the ECLI Manager Service Delivery is a critical role within the Emergency Caller Location Information (ECLI) ecosystem, responsible for ensuring the service meets expectations and delivers excellence in customer service. You will manage relationships with Emergency Service Providers (ESPs), internal ECLI technical resources, and third-party providers to proactively address any performance or operational deficiencies.

The ECLI Manager isn't just a delivery manager. You're the maestro of a vital service, the one that keeps our emergency services singing. You're the bridge between tech, providers, and the people who need us most.
Ngā pukenga me ngā wheako e hiahiatia ana - Skills and Experience Required:

- Deep knowledge of ESP operational and technical requirements.
- Proven experience in end-to-end service delivery and problem/incident management processes.
- A service management guru with ITIL and best practices at your fingertips.
- Proven experience in SLA management and analyzing complex problems.
- A customer service champion with a relentless focus on improvement.
- A business whiz who can interpret commercial, financial, and legal information.
- An understanding of Cloud services and containerization fundamentals.
- Excellent communication, relationship management, and influencing skills.
- A high level of initiative, sound judgement, and discretion.
- A relevant tertiary qualification or equivalent industry experience.
- The ability to gain and maintain a national security clearance.
- The legal right to live and work in New Zealand. Ētahi kōrero mō MBIE - About MBIE:
MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.
We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.
People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.
- Mahi Tahi - Better Together
- Māia - Bold and brave
- Pae Kahurangi - Build our Future
- Pono Me Te Tika - Own It

Our aspirations are echoed in our Māori identity - Hīkina Whakatutuki - which broadly means ‘lifting to make successful'.
MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tautohu i ngā āheinga kōkiritanga mā ngā iwi, me te tautoko i ngā iwi kia whai mana ake ai ēnei āheinga.

**Me pēhea