Service Delivery Specialist

Wellington City Council; Wellington; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

5 weeks annual leave

Flexible working options

Health and wellbeing support

Council staff discounts

Learning and development programmes

Job summary

Wellington City Council is seeking an ICT Service Delivery professional to manage and improve technology services across the organisation. You will cover service management, incident resolution, vendor relationships and customer experience, ensuring services meet business needs and communities we serve.

You will join a team that supports enterprise applications and financial administration of ICT services, working with a broad range of stakeholders and service providers to connect business needs

Qualifications

• Relevant tertiary qualification or equivalent experience.
• Proven ICT service management or service delivery experience.
• Strong knowledge of service management practices and processes.
• Commitment to service delivery and improving customer experience and Te Tiriti o Waitangi.

Responsibilities

• Manage service-related issues, problems and improvements.
• Support the management and resolution of incidents and service requests across the organisation.
• Apply and promote Service Management processes and practices to support consistent service delivery.
• Monitor and report on service levels, performance and data.
• Identify opportunities to improve services and the customer experience.
• Contribute to and support continuous improvement initiatives.

Skills

Service delivery mindset

Relationship building

Communication skills

Problem-solving

Organisation & prioritisation

Stakeholder management

Education

Tertiary qualification

Job description

Our Service Delivery team plays an important role in ensuring Wellington City Council and our Council Controlled Organisations have reliable, effective and customer-focused technology services.

As an ICT Service Delivery professional, you'll help manage the delivery and continuous improvement of ICT services across Council. You'll work across service management, incident and problem resolution, service performance, vendor relationships and customer experience, helping ensure our technology services meet the needs of our people and the communities we serve.

You'll also provide service delivery expertise across our enterprise applications and support the financial administration of ICT services and other Digital & Technology teams as required.

This is a role where you'll work across a broad range of stakeholders and service providers, helping connect the needs of the business with the technology services that support them.

Āu ake mahi | What you'll do

• Manage service-related issues, problems and improvements, helping ensure effective and timely resolution.
• Support the management and resolution of incidents and service requests across the organisation.
• Apply and promote Service Management processes and practices to support consistent and effective service delivery.
• Monitor and report on service levels, performance and other relevant service data.
• Identify opportunities to improve services, processes and the customer experience.
• Contribute to and support the delivery of continuous improvement initiatives.
• Build effective relationships with vendors, suppliers, partners and internal customers to support quality service delivery.
• Work with service providers to optimise, automate and enhance technology services.
• Act as an assigned engagement and service delivery lead for relevant services and stakeholders.
• Support the financial administration of ICT services and provide financial administration support to other Digital & Technology teams as required.
• Contribute to a positive customer experience and champion service excellence across Digital & Technology.

Ngā tohu me ngā wheako | Qualifications and experience

We're looking for someone who brings a strong service delivery mindset and can build trusted relationships across a complex organisation.

You'll bring:

• Relevant tertiary qualification and/or equivalent relevant experience.
• Proven experience in a similar ICT service management or service delivery role.
• Strong knowledge and understanding of service management practices and processes.
• A demonstrated commitment to service delivery and improving the customer experience.
• Strong problem-solving skills and the ability to work through complex issues in a structured way.
• Good organisational skills and the ability to manage competing priorities.
• The ability to build effective working relationships with a range of business stakeholders, vendors and service providers.
• Resilience and the ability to remain effective when working under pressure.
• Strong communication skills, with the ability to translate service and technology issues into clear information for different audiences.

You'll also have a commitment to working in a way that reflects Te Tiriti o Waitangi and supports our commitment to partnership, participation and protection.

Nōuterourou| What's in it for you

• 5 weeks annual leave
• flexible working options
• health and wellbeing support
• Council staff discounts
• a range of learning and development programmes and opportunities

Pre-employment Checks: All employees must undergo a Criminal Conviction Check prior to employment.

Diversity:

We want your application to enable you to portray the real you. Skills are gained across many areas of our life, not just formal employment. If you candemonstratethe skills listed in the advert through whānau life, community or mahi aroha (volunteering) we encourage you to apply and share your story with us in your cover letter.

We welcome applications from all people and like our workforce to reflect the diverse communities we serve.

Accessibility Support:

We want to make sure any accessibility requirements you may have, are well supported so the selection process isequitablefor everyone. Please let us know if there are any adjustments or support, we can offer to make our process more accessible to you by emailing: [e-mail]

Details

Location(s): Wellington CBD

Expertise: Complaints and issues resolution, Customer service and contact centre, Information technology and information management