End User Experience Lead — Service & Training

New Zealand Government

Wellington

Hybrid

NZD 94,000 - 127,000

Full time

7 days ago

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Job summary

Department of Conservation is seeking a Team Lead End User Experience in Wellington to unite the Service Desk, IT Training, and Business Engagement into a high-performing unit. You will lead people, manage incidents and service requests, and drive adoption of technology with effective training and change initiatives.

You will partner with business groups and vendors, using data to improve user satisfaction and ensure services align with organisational goals.

Qualifications

Experience leading high-performing teams through change and continuous improvement.
Strong IT service management knowledge, including incident, problem, and service request management.
Experience delivering technology training, user enablement, or change initiatives.
Strong stakeholder engagement and relationship management skills.
Proven ability to use data and insights to improve service performance and customer experience.
Experience working with ServiceNow or similar ITSM platforms.
Excellent planning, prioritisation, and problem-solving skills.
Commitment to inclusive leadership and Treaty partnership principles.

Responsibilities

Lead the Service Desk and Business Engagement & Training functions as a cohesive team.
Drive service excellence through incident, problem, request, and service performance management.
Champion technology adoption via engaging training, communications, and change initiatives.
Partner with DOC stakeholders to understand needs and influence solutions.
Use data and insights to improve user experience and identify trends.