Service Delivery Lead: Transformation & Analytics

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

Benefits offered by this job

KiwiSaver

Wellness benefits

Job summary

MBIE seeks a senior leader to chair Customer Service Delivery as Manager Service Support for six months. You will head teams across workforce planning, reporting, systems, and business support, guiding transformation and data-driven improvements.

Travel to Auckland, Christchurch, Porirua and Palmerston North will be required; Genesys Cloud implementation and digital upgrades are central to this role.

Qualifications

• Proven leadership experience 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.
• Track record delivering organisational change, technology implementations, or business improvement initiatives.
• Experience supporting adoption of new technologies and new ways of working.
• Ability to translate data and insights into practical actions and business outcomes.
• Excellent communication, engagement, and influencing skills.
• Collaborative leadership style with focus on capability building and continuous improvement.
• Proven ability to build relationships with peers and deliver branch priorities.
• Must have legal right to live and work in New Zealand

Responsibilities

• Lead teams responsible for workforce planning, operational intelligence, reporting, systems, and business support.
• Drive implementation and adoption of Genesys Cloud and other improvements.
• Strengthen forecasting and resource strategies to enable strategic decision-making.
• Enhance reporting and analytics to inform operational and strategic decisions.
• Use data to identify opportunities to improve customer outcomes and service performance.
• Lead change initiatives and support leaders through transformation.
• Build strong relationships across MBIE and with stakeholders.
• Champion continuous improvement and help shape future customer service delivery.

Skills

Leadership experience

Workforce planning

Forecasting

Operational performance

Reporting/BI

Change delivery

Technology adoption

Data-driven decision making

Communication & influence

Collaborative leadership

Relationship building

NZ work rights

Job description

MBIE seeks a senior leader to chair Customer Service Delivery as Manager Service Support for six months. You will head teams across workforce planning, reporting, systems, and business support, guiding transformation and data-driven improvements.

Travel to Auckland, Christchurch, Porirua and Palmerston North will be required; Genesys Cloud implementation and digital upgrades are central to this role.