Head of Service Experience

**Head of Service Experience (ICT), it starts with you**
- **Based at Police College Porirua / National Headquarters, Wellington**:

- **Grade 22**:

- **Police Employee**:

- **Permanent, full time**:

- **JR 4610568**

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

By the time a service is delivered, it should be creating value. Taking user experience into account is a proactive approach which should eliminate future questions about usage. The Head of Service Experience is key to delivering this methodology.

**Key Accountabilities**
- Manage the interface with Police’s internal stakeholders, internal ICT team and external stakeholders;
- Lead the ICT service implementation process and all related activities;
- Contribute to the service definition, deployment, operations and further development from the ICT service perspective;
- Manage the service delivery on a day-to-day basis, act as the organisations interface between the service provider(s) and remedy any issues, escalate problems to ICT management, propose solutions and improvements;
- Manage assigned ICT contracts with focus on efficient ICT service delivery based on formal SLAs with Police vendors;
- Define and monitor service level agreements, KPIs and other service parameters to monitor the performance of the service(s);
- Operate in compliance with the Agency’s Quality Management System and perform tasks related to quality management;
- Develop, maintain and ensure continuous improvement of the ICT service catalogue;
- Ensure the development of service level agreements and operational level agreements for all services in the catalogue;
- Manage ICT service requests, ensuring compliance with agreed governance processes and workflows.

**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.

This role is the primary ‘front of house, face of ICT’. We require an individual who is empathetic to customer needs and with continuous improvement embedded in their DNA. Competing organisational demand within a fiscally taut environment requires a rare balance of exceptional service provision and prioritised engagement.

The successful applicant will know when investment is required and will be able to articulate the options to achieve that through innovation, efficiencies of services, and have a close eye on identifying opportunities to achieve this. ‘More of the same’ ensures status quo, whereas we are after a dynamic, leader led, and innovative head of department to grow our capability.

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

- Relevant tertiary qualification, or equivalent job-related experience (Service Experience, Service Management, Project Management and/or ITIL preferred).
- Demonstrated people management experience (teams of circa 50 staff).
- Demonstrated understanding of emerging customer experience/interaction channels and technology including customer support technologies, CRM, chat, etc.
- Experience recommending and implementing creative solutions to drive increased customer satisfaction.
- Excellent communication, presentation, and interpersonal skills, with the ability to collaborate, build relationships and influence stakeholders at all levels of the organisation.
- Demonstrated ability to lead and develop high-performing teams.
- Familiarity with Agile/Scrum methodologies is a nice-to-have.
- Demonstrate extensive experience in leading multiple functions in an integrated manner.
- Maintain confidentia