Manager, Service Delivery & Transformation (6-Month Fixed-Term)

Ministry of Business, Innovation and Employment; Wellington; On-site; NZD 132,000 - 160,000; Full time

Benefits offered by this job

KiwiSaver

Wellness Benefits

Job summary

MBIE is seeking a Wellington-based Manager Service Support for a six-month fixed-term role to lead workforce planning, reporting, and operational intelligence. You will drive the adoption of Genesys Cloud and other digital improvements, shaping customer service delivery during a transformative phase.

You will work with senior leaders to strengthen capability, deliver proactive resource strategies, and ensure decisions are informed by high-quality data and insights.

Qualifications

• Proven leadership in a customer service, contact centre, service delivery, or operational environment.
• Strong knowledge of workforce planning, forecasting, operational performance, and resource management.
• Experience leading reporting, analytics, business intelligence, or insight functions.
• A successful track record delivering organisational change, technology implementations, or business improvement initiatives.
• Experience supporting the adoption of new technologies and ways of working.
• The ability to translate data and insights into practical actions and business outcomes.
• Excellent communication, engagement, and influencing skills.
• A collaborative leadership style with a strong focus on capability building and continuous improvement.
• Proven ability to build strong relationships with peers and work collectively to delivery branch and business priorities.
• Must have the legal right to live and work in New Zealand

Responsibilities

• Leading teams responsible for workforce planning, operational intelligence, reporting, systems, and business support.
• Driving the implementation and adoption of Genesys Cloud and other technology-enabled improvements.
• Strengthening workforce planning, forecasting, and resource strategies to provide a proactive view of branch needs, customer needs and business priorities, enabling strategic decision-making.
• Strengthening reporting and analytics capability to provide meaningful insights that support operational and strategic decision-making.
• Using data and operational intelligence to identify opportunities to improve customer outcomes and service performance.
• Leading change initiatives and supporting leaders and teams through transformation.
• Building strong relationships across MBIE and with key stakeholders.
• Championing continuous improvement and helping shape the future of customer service delivery.

Skills

Leadership

Customer service

Workforce planning

Forecasting

Operational performance

Reporting & analytics

Change management

Stakeholder engagement

Data-driven decision making

Tools

Genesys Cloud

Job description

MBIE is seeking a Wellington-based Manager Service Support for a six-month fixed-term role to lead workforce planning, reporting, and operational intelligence. You will drive the adoption of Genesys Cloud and other digital improvements, shaping customer service delivery during a transformative phase.

You will work with senior leaders to strengthen capability, deliver proactive resource strategies, and ensure decisions are informed by high-quality data and insights.