Platform Manager - Digital Channels Platform | Wellington

Ministry of Social Development; Wellington; Hybrid; NZD 164,000 - 204,000; Full time

Job summary

Ministry of Social Development (MSD) seeks a Platform Manager for Digital Channels to champion end-to-end strategic and technical leadership across customer-facing platforms, including self-service and contact centre technologies. You will shape the platform strategy, investments and governance to support ministerial priorities and regulatory outcomes.

You’ll guide multidisciplinary teams, collaborate with architects, security, delivery and product groups, and drive agile and DevSecOps practices

Qualifications

• Extensive experience leading large-scale digital platforms within complex enterprise environments.
• Experience developing platform strategy, roadmaps, investment plans and business cases.
• Strong understanding of digital service delivery, customer experience and modern platform architecture.

Responsibilities

• Establish and communicate a compelling vision for MSD's Digital Channels capabilities, ensuring platform investments deliver measurable value.
• Develop and deliver platform strategy, roadmaps and investment plans aligned to technology direction.
• Lead delivery, operation, enhancement and continuous improvement of Digital Channels services and platforms.
• Partner with Architecture, Security, Experience Design and Delivery teams to enable modern, secure digital experiences.
• Drive platform modernisation initiatives to improve customer outcomes and delivery speed.
• Ensure platforms deliver high availability, performance, security and resilience.

Skills

Platform leadership

Cloud tech

Agile delivery

Stakeholder mgmt

Public sector

Job description

Platform Manager - Digital Channels Platform | Wellington

• Strategic leadership role shaping the future of MSD’s digital channels ecosystem
• Shape the future of customer and staff digital experiences
• Lead platform modernisation, innovation, investments, and service excellence
• Wellington based opportunity within MSD's Technology Group

Help shape the digital platforms that connect New Zealanders with MSD services and the support they need.

Every week, around 1.4 million New Zealanders count on MSD for income support and services to connect with work, housing and better lives for their families.

Our Technology group provides the technologies, innovation and expertise that enable MSD staff and partners to deliver these essential services, today and into the future.

We’re driving a once in a lifetime transformation of services for New Zealanders. The group is a key enabler of this change bringing together strategic thinkers, technology specialists and delivery leaders to design solutions and deliver change while keeping vital services running reliably every day.

About the role | Mō te tūnga

Digital Channels sit at the heart of MSD's engagement with New Zealanders. Every interaction with our customers, partners and employees relies on secure, reliable and accessible digital platforms and customer contact centre technologies to ensure services can be delivered when and where they are needed.

This role offers the opportunity to influence enterprise-wide technology decisions, shape MSD's digital experience strategy in line with our Transformation[MS2.1] programme, deliver to ministerial and legislative outcomes and lead critical capabilities that directly impact how New Zealanders engage with MSD services.

As Platform Manager Digital Channels, you'll provide end-to-end strategic, technical and people leadership across customer-facing digital technologies, including self-service platforms, web applications and contact centre technologies.

You will be responsible for platform strategy, investment, delivery and operational performance, working closely with business leaders, product teams, architects, delivery teams and vendors. You'll ensure Digital Channels remain secure, resilient, scalable and responsive to changing customer expectations while continuing its evolution towards modern, customer-centric and cloud-enabled services.

Working across the Technology Group, alongside transformation programme and wider business, you'll drive platform modernisation, simplify technology landscapes, champion Agile and DevSecOps practices, and lead multidisciplinary teams. You’ll foster a culture of innovation, collaboration, and continuous improvement.

This is a unique opportunity to shape the future of MSD's digital experience landscape while leading a highly skilled team through a period of ongoing transformation and growth.

This is a permanent role and is based in our Wellington Nation Office.

Key responsibilities:

• Establish and communicate a compelling vision for MSD's Digital Channels capabilities, ensuring platform investments deliver measurable customer and business value.
• Develop and deliver platform strategy, capability roadmaps and investment plans aligned to MSD's technology and digital service direction.
• Lead the delivery, operation, enhancement and continuous improvement of Digital Channels services and platforms.
• Partner with Architecture, Security, Experience Design and Delivery teams to enable modern, secure and accessible digital experiences.
• Drive platform modernisation initiatives that improve customer outcomes, service reliability, operational efficiency and delivery speed.
• Ensure Digital Channels platforms deliver high levels of availability, performance, security and resilience.
• Enable timely delivery of Ministerial and legislative priorities through effective solutions that meet planned outcomes
• Champion Agile, DevSecOps and modern engineering practices to improve quality, security and delivery outcomes.
• Drive simplification, standardisation and reuse across digital platforms to reduce technical debt and complexity.
• Provide leadership to multidisciplinary teams, supporting workforce planning, capability development and employee growth.
• Build and maintain strong relationships with business stakeholders, technology leaders, vendors and suppliers.
• Manage platform budgets, governance activities, reporting and investment outcomes.

We’re committed to creating a workplace that reflects the communities we serve. We welcome applications from people of all backgrounds, cultures, and experiences. Diverse perspectives strengthen our mahi, and we value the unique contributions everyone brings to the team.

Please contact us if there is any support that we can provide to ensure the recruitment process is accessible to you.

• Extensive experience leading large scale digital platforms within complex enterprise and highly integrated environments.
• Experience developing platform strategy, capability roadmaps, investment plans and business cases.
• Strong understanding of digital service delivery, customer experience, customer-facing applications and modern digital platform architecture.
• Experience leading technology modernisation programmes and continuous improvement initiatives.
• Strong understanding of cloud technologies, platform management and digital service operations.
• Demonstrated ability to balance strategic technology leadership with operational excellence, service reliability and people leadership.
• Experience delivering secure, resilient and accessible digital services within large organisations.
• Demonstrated success leading multidisciplinary teams and fostering high-performing, collaborative cultures.
• Strong knowledge of Agile delivery approaches, DevSecOps practices and modern engineering disciplines.
• Experience influencing enterprise technology direction and working effectively with Architecture, Security, Product and Delivery functions.
• Excellent stakeholder engagement skills, with the ability to influence and build trusted relationships across all levels of an organisation.
• Experience operating within large public sector, enterprise or highly regulated environments, balancing innovation with governance, security and risk management requirements.
• Experience managing suppliers, vendors and technology service contracts.
• Strong financial management skills, including budgeting, forecasting and investment oversight.

Salary | Utu-ā-tau: $163,784.00 - $203,820.00

We expect to appoint this position up to $181,982 however a salary offer will be based on the preferred candidates' skills and experience and our team relativities.

The Ministry of Social Development (MSD) is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.

We provide social policy advice to government, and assistance including income, employment and housing support to people of all ages, families, whānau and communities.

As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.

Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.

Joining MSD means being part of a whānau that celebrates the diversity each individual represents.

We show manaaki, we care about the wellbeing and success of people and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. You can find out more about our values here.

If you have any support or accessibility requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.