Service Leader, Service Integration & Delivery Management

Posted on 06-Dec-2018
Application Close Date: 16-Dec-2018
Job Details
Position Type:
Fixed Term Full-Time
Job Reference:
  • Do you have a reputation for effectively leading a transforming ICT operation?
  • New 12-18 months Fixed Term position reporting to the Chief Technology Officer
  • Wellington based



This is an opportunity to utilise your leadership strengths and drive the transition to our new Operating Model for Technology. 


Here at Inland Revenue (IR) we are well advanced into a multi-year business transformation which will modernise our entire operation. As a customer-centric organisation, IR's goal is to give customers the best possible experience when using the NZ tax system. This is resulting in significant changes to how we operate and engage with customers, and the way that our people undertake their work. 


This is your opportunity to bring your talents into an organisation where success benefits all New Zealanders.



About the role


This role will ensure new technology services are introduced and tightly coupled with the relevant business services for the effective transition to our new Operating Model for Technology. A key component of the new model is the introduction of four Service Towers which will be fully responsible for the service delivery and lifecycle of the services they provide: Workplace Technology, Digital Channels, Voice Channel and Data & Intelligence. 


The Service Integration & Delivery Management (SIDM) function will establish the IT capabilities needed to support the Service Tower model for the new services working in conjunction with the relevant business units, to ensure we develop cohesive end-to-end Service Towers.


This role performs a transitional function acknowledging that other IR business units are still developing their Operating Models, and we need to ensure our organisation design is ultimately aligned to all of IR's Operating Model designs. The permanent function will be implemented in the next phase of our transition (in 2019) once the Operating Models for IR's business units are determined.



What you'll need to bring to the role


  • a proven senior leadership background where you have driven change and achieved the desired operating model and culture within a large complex and integrated ICT environment


  • proven experience driving service excellence with the ability to operate equally well in the operational and strategic space


  • strong business acumen and an ability to create and maintain collaborative relationships with internal business customers and external partners to deliver quality outcomes.


  • a continuous improvement mindset where you have a track record of leading large-scale process and system improvements that have made a significant impact within a critical service-based organisation


  • a head for making quality decisions, informed by your own ‘lessons learnt' as a senior leader, ability to draw on insights and your knowledge of a range of strategic governance structures and appropriate decision-making frameworks



Why join us?


We will support you as you lead the transition to the new operating model where your impact will be highly visible and valued. You will have a clear mandate to get underway with and while we are a large and complex organisation, you'll have a voice and high level of influence as a direct report to the Chief Technology Officer. This is your opportunity to lead in a role that makes a real difference and be part of bringing the new operating model to life.

To apply, click on the ‘apply online' button.


You will complete an on-line application form and provide us with your current Curriculum Vitae and a Cover Letter outlining the skills, knowledge and experience you can bring to this role.  We also require you to complete a Self-Assessment (ideally in 500 words or less) based on the following ‘Leadership' capability question and submit this as a PDF document with your application. 


“Please outline an example of how your leadership and coaching approach has lifted your group's performance to a high level.  Include some specific detail about your approach e.g.

  • How did you build and drive a coaching culture?
  • What coaching techniques did you apply?
  • How did you create space for collaboration, cohesiveness and inclusivity in a team? What was the outcome? How did you work through any resistance?”


For further information, please refer to the attached Role Description and Role Brief and/or contact Fiona Ramson on 04 890-2126.


Applications close 16 December 2018.