Director – Future Service Delivery

• Unique opportunity to shape the future of service delivery in Aotearoa
• Implementing a scalable model that balances innovation with exceptional customer service. embedding lean principles and preparing for progressive technology modernisation
• Fixed term 24 months, flexibility on work location as Auckland or Wellington

Te whiwhinga mahi - Our opportunity
As Kāinga Ora moves forward on an exciting transformation journey, the role of
Director - Future Service Delivery
will lead the way in redefining how we deliver services and respond to the evolving needs of our customers. Our strategy is focused on creating a more tailored, efficient, and digitally enabled service delivery model that improves both customer and asset outcomes.

We have a range of initiatives underway, but we need an experienced transformation leader to consolidate these efforts into a cohesive and considered approach that balances innovation with the ongoing delivery of reliable, high-quality services.

In this role, you will drive the design and implementation of a lean-enabled service delivery model for tenancy, maintenance, and asset management across New Zealand. The work will anticipate and prepare for future technology and evolve as new systems are introduced.

Your role will involve translating pilot learnings into scalable improvements, streamlining processes, embedding lean methodologies, and building robust management systems. You will lead a portfolio of transformation initiatives, oversee staged implementation, and work in partnership with Kāinga Ora's Transformation Office and senior leadership.

Ngā Pūmanawatanga Ōu - What You Will Bring
If you thrive on turning complex service delivery challenges into scalable, sustainable solutions, this is your opportunity.

Here's What You Would Bring To The Role

• Demonstrated success in driving end-to-end service transformation at scale
• Experience in leading complex programmes with strong governance and disciplined execution
• Experience in large-scale technology implementations
• Strategic application of Lean principles and tools to enhance operational performance and deliver measurable improvements
• Strategic and analytical thinking at an executive level, converting insights into actionable outcomes.
• Strong risk management capability, ensuring organisational stability during change.
• Exceptional skills in communicating and influencing to enable effective engagement with senior stakeholders and foster collaboration.

Nōu te rourou - What's in it for you?
We offer competitive salaries, five weeks' annual leave, and flexible working arrangements.

As a Kāinga Ora - Homes and Communities employee, we want to make sure that you have all the tools and support you need. We want to ensure you are healthy and have work-life balance.

Mō mātou - Our Organisation
What is exciting about working for Kāinga Ora is getting the chance to make a real and positive impact on New Zealanders' lives. With skills, planning and purposeful action, our people are creating the homes and neighbourhoods that will build the future of Aotearoa.

We are passionate about transforming New Zealand for the better. That includes being a trusted partner for Māori and iwi, protecting and enabling their rights, interests and aspirations under the guidance of Te Tiriti o Waitangi.

Ō tātou uara -
Our values
Our Values Were Developed By Us, For Us. They Unite Us As An Organisation And Guide How We Work Every Day. Our Values Are

• Manaakitanga - People at the Heart
• Mahi Tahi - Better Together
• Whanake - Be Bold

Tūhono mai - Join us
To view the position description and apply for this role, please follow the online process via Please note: all applicants, including existing employees, need to follow this process. If you have any questions about this role, please contact

Please note:
This role is being supported by an external recruitment agency for assessment purposes. As part of the selection process, internal and external applicants may be contacted by our agency partner to complete relevant assessments. This collaboration ensures a fair and thorough evaluation of all applicants.
Applications close on Monday, 27 October 2025 at 11:55pm.
We value diversity and are committed to working with each other and our customers in an inclusive and respectful way. We welcome applicants from all walks of life and appreciate the richness of experience that your point of difference brings to the organisation.