Manager Service Experience: Central, Digital Enterprise Services, Data & Digital

Join Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.

Te whiwhinga mahi | The Opportunity

Our Digital Enterprise Services team leads the way in merging our ICT infrastructure, reducing duplication to simplify our operations, making things smoother to handle and maintain. We're all about striving for excellence!

Our team plays a crucial role in building a strong digital foundation and ensuring operational success. We're the driving force behind our organisation's modern infrastructure, adapting to evolving technology while ensuring stability, scalability, and modernisation. Our focus is not just on technology but also on delivering top-notch service.

We've got a lot on our plate! From overseeing the national ITSM and Service Desk functions to managing workspace tools, core infrastructure, integration platforms, and more, we've got you covered. We're here to build upon our rich history and legacy, ushering in the future with contemporary platforms that seamlessly transition us from the old ways to the new.

Mōu | About you

As our Manager Service Experience, you will take the helm of our team's leadership responsibilities in three key areas: People, Service Desk, and End User Support. Leading different regions within Digital Enterprise Services is a big and exciting challenge, especially as we transition from districts to a national entity. Our End User support plays a crucial role in helping our colleagues in clinical, community, and corporate roles make the most of our technology.

We're also focused on delivering an outstanding service experience. This means not only leading our talented teams but also staying innovative in how we deliver our services. This innovation will make our colleagues' work more efficient and improve our overall service quality.

We're all about creating a culture of continuous improvement and making sure our systems and services are always available when needed. We're here to represent the voice of the customer at the Digital Enterprise Services leadership table, ensuring that our services are meeting and exceeding expectations.

In a nutshell, we're here to make sure our customers have a great experience with our services, and we do that by leading dedicated teams, improving our communication, and always striving to exceed customer expectations.

Preference will be given to applications of significantly affected Kaimahi through the change process.

Ngā pūkenga me ngā wheako | Skills and experience

• ICT / Technology professional with proven leadership experience and proven track record of leading large, complex mission-critical Information Technology environment(s) e.g. health, telecommunications, or public utility
• Minimum 10 years' ICT experience in ICT. Needs to draw on extensive experience in varied environments, stretching over 10 years
• In-depth practical experience of running 24 x 7 Service Desk operations including developing and implementing strategies and processes to improve customer experience and increase the resolution of issues at the first point of contact
• Experience with executive level engagement, reporting and facilitation
• Experience in creating and managing an environment of continuous improvement and managing people across multiple disciplines
• Experience in successfully managing remote teams and lifting engagement and performance

Ka kawea e koe | You will bring:

• A commitment to being a good Te Tiriti partner in all your actions. This includes an understanding of the significance of and obligations under Te Tiriti o Waitangi, and the ability to apply Te Tiriti principles in a meaningful way in this role
• Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth

Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world

Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't require an in-person element, we encourage you to ‘work from where you are.' We want our national teams to be made up of diverse people from across the motu, just like our health system.

Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai |Our commitment to equity, diversity and inclusion

Our name, Te Whatu Ora, means ‘the weaving of wellness'. Whatu is the combining together of people, resources, organisations, thoughts and actions for the betterment and wellbeing of all. Whatu is also a direct reference to the pupil of the eye, and the vision required of the new entity and system.

At Te Whatu Ora we acknowledge and respect our people's diversity and spiritual needs, ensuring a safe workplace that is a whānau orientated and supportive environment. We are working towards a system that better meets the complex demands of a growing population, addresses the persistent inequalities experienced by Māori and ensures greater access, experience and outcomes for those traditionally not well served by the system – Māori, Pacific and Disabled People.

Tō tūranga i roto i Te Whatu Ora | Your place in Te Whatu Ora

When you join us, you become part of transforming the health system. This is a once in a life-time change, that will touch the lives of everyone in Aotearoa, and future generations. We want to see the real you in your application and welcome the real you on board if you come and work with us. Skills are gained across many areas of our life, not just in formal employment. If you can demonstrate the skills listed in the ad, but the experience was gained through whānau life, community or mahi aroha (volunteering) we encourage you to apply and share your story with us in your cover letter.

We particularly welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.

Me pēhea te tuku tono | How to apply

To view the position description and/or apply for the role (by submitting your cover letter and CV), please click “APPLY NOW.” For tracking and reporting purposes, all applications must be submitted through our online career portal. If you have any questions about the role, please feel free to contact Jayme at careers@health.govt.nz

Preference will be given to applications of significantly affected Kaimahi through the change process.