Service Integration & Delivery Manager – Voice & Web

  • Company:
    Govt NZ Jobs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    3 weeks ago
  • Category:
    Govt Jobs
  • Job Type: Ongoing – Full Time
  • Category: IT & computing
  • Location: Wellington
  • Date Advertised: 09-MAR-20
  • Job Reference: 239_1583711977
  • Job Title: Service Integration & Delivery Manager – Voice & Web
  • Business Unit:
  • Division:
  • Summary:

Permanent role, Wellington based

As a Service Integration & Delivery Manager you have the opportunity to ensure the safe and efficient Technology Operations of IR’s Primary Services within our newly implemented “Operating Model for Technology”. Here at Inland Revenue (IR) we are well advanced into a multi-year business transformation which will modernise our entire operation. As a customer-centric organisation, IR’s goal is to give customers the best possible experience when using the NZ tax system. This is resulting in significant changes to how we operate and engage with customers, and the way that our people undertake their work.

This is your opportunity to bring your talents into an organisation where success benefits all New Zealanders.

About the role

The Service Integration & Delivery Management (SIDM) function ensures the integration across IR’s Primary Services and works with our business stakeholders and key suppliers to ensure that all our technical services operate efficiently and effectively. The role is specifically accountable for change and release planning; cost management; service accessibility and availability; service performance; integration integrity and assurance; service security; and supplier performance. In this role you will continuously drive for service improvement by identifying areas for improvement and developing and executing service improvement plans.

You will manage all of the Technical Services associated with our external website and contact centre voice channel, ensuring excellent service for our customers. You will have a highly collaborative approach and will work with our business stakeholders, other SIDMs and your suppliers ensuring end-to-end service performance. You will play a key role in working with the web and voice channel service owners in planning the capability roadmap and release plan for these areas.

What you’ll need to bring to the role

  • A proven ability to lead; effectively empowering your team to deliver work programmes ensuring the best outcomes for our customers
  • a career history of managing delivery of end-to-end services across a multiple vendor landscape within a complex technical ICT environment
  • the ability to create and maintain effective relationships with internal stakeholders and external partners to deliver quality outcomes
  • Identify and develop innovative solutions, balancing current and future demands
  • knowledge and understanding of the SDLC, industry standards and methodologies
  • a track record of leading and motivating people and initiatives through change

How to Apply

Please apply online, attaching a copy of your CV and Cover Letter; outlining the skills and experience you will bring to this position.

For further information or to receive a copy of the Role Description (RD2038 Level 2) and Supplementary Information, please reach out to Tara Kelly, Recruitment Advisor on 04-8901032.

Applications close on Wednesday 18th March at 12.00noon