Manager Service Support

Tēnei tūranga – About the role

The Manager Service Support is a crucial leadership role responsible for leading, organising and optimising the delivery of business enabling services that support Customer Service Delivery's operational and strategic objectives.

As a member of the Customer Service Delivery Leadership Team, the Manager Service Support supports the General Manager Customer Service Delivery to plan and deliver branch-wide initiatives, modernise service delivery capabilities, and ensure the effective use of workforce management, systems, technology, reporting and operational intelligence to improve customer and business outcomes.
The role leads the Workforce Management, Systems, Product Ownership and Data & Reporting functions, providing the strategic capability, technology platforms, operational intelligence and business insights required to support current and future service delivery models.

The role works across Customer Service Delivery and the wider branch to drive continuous improvement, enable organisational performance, support branch-wide technology platforms, and identify opportunities to centralise and leverage workforce, systems, reporting, workflow and operational intelligence capabilities.

The Manager Service Support plays a key role in introducing, embedding and optimising new technologies and digital capabilities across Customer Service Delivery. This includes ownership and oversight of Genesys Cloud and other emerging technology platforms, ensuring they deliver measurable value for customers, staff and the organisation.

Ngā herenga – Requirements of the role

Personal specifications

• Extensive experience in leading in a busy, complex operational environment.
• People-centred with a strong focus on excellent customer service and ensuring a great working environment for the Service Support teams.
• Demonstrated experience leading technology-enabled business transformation and the implementation of operational systems and digital tools.
• Strong understanding of customer service technologies, workforce management systems, product ownership disciplines and operational intelligence capabilities.
• Demonstrated ability to bridge business and technology teams and translate operational requirements into technology solutions.
• Experience leading technology vendors and strategic technology partnerships.
• Demonstrated experience in analysing and translating complex information and identifying key issues and risks.
• Advanced decision-making and problem-solving skills.
• Proven ability to lead, develop and manage effective teams across multiple functions.
• Experienced at developing and delivering a work programme.
• Experienced in communication of complex information through written documents.
• Able to communicate and persuade using a range of oral, written and visual mediums in diverse situations.
• Demonstrated experience in developing and maintaining an environment focused on continuous improvement to enhance organisational performance.
• Ability to quickly identify, establish and build strong working relationships with different teams across MBIE.
• Proven ability to develop trust and credibility with senior manager and, business partners and stakeholders.
• Excellent change leadership, communication and coaching skills to embed a culture of excellence in the team.
• Strong ability to coach and mentor others by sharing their own experience and helping to challenge current thinking.
• A relevant tertiary qualification OR extensive and comparable relevant experience.
• Must have the legal right to live and work in New Zealand. 
• Must consent to and satisfactorily complete a credit check.  

Takohanga tuhinga o mua – Key accountabilities and deliverables

Strategic focus

Promote a strategic focus to support E&E strategic priorities regulatory obligations and front-line services.

• Develop and drive standard practices, governance frameworks, operating models and business services across workforce planning, workforce optimisation, systems administration, product ownership, reporting, operational intelligence, workflow management, cost modelling and other business enabling functions supporting Customer Service Delivery.
• Develop the strategic direction of Service Support disciplines within allocated budget.
• Manage the Service Centre Cost Model delivering reporting for Head of Customer Service, Relationship Managers, Finance Business Partners to enable financial and budgeting discussions with Business Partners in line with deadlines and reporting requirements, with a focus on driving cost effectiveness within the Ministry.
• Owns the effective, secure and efficient operation of customer service technologies, workforce management systems, workflow platforms, reporting solutions and operational intelligence tools that enable delivery of strategic outcomes for customers, staff and stakeholders.
• Responsible for driving consistency and maintaining best practice across service support functions.
• Lead the development and application of operational intelligence capabilities that provide actionable insights, support evidence-based decision-making, and improve operational performance across Customer Service Delivery.
• Work with the GM Customer Service Delivery to actively operationalise strategic initiatives aimed at optimising Customer Service Delivery performance through people, process and technology.
• Develop and maintain relationships with external stakeholders and vendors to drive change and improvement, and their views are considered during any service and system improvement planning.
• Develop an open and trusting relationships with the senior leaders of the Customer Service Centre, branch and wider TWSD to underpin successful service delivery and transformation.
• Develops, maintains and drives a work programme that identifies and delivers business enabling services for Customer Service Delivery and the wider branch.
• Develops good relationship with key MBIE delivery and support partners.
• Leads strategic and innovative initiatives by understanding and navigating systems to overcome moving roadblocks and accomplish objectives.
• Leads the team to ensure day-to-day operational needs are covered to keep the business running and operating effectively and efficiently.
• Ensures delivery of system administration, configuration, product enhancements and platform optimisation activities across Genesys Cloud and other business-critical service delivery platforms.
• Responsible for all strategic planning, monitoring and other management functions for the Service Support team.
• Leads the establishment of business capability and operational readiness activities required to embed new tools, systems and service delivery technologies across the branch.
• Builds and maintains relationships with key partners to ensure we operate at best practice and keep up with trends in operations, systems and technology.
• Effectively and consistently identify and manage system risks using specialist tools and resources. Responsible for reporting these back to the Head of Customer Service and General Manager Customer Service Delivery and providing effective solutions.

Technology and product leadership

• Lead the strategic direction, governance and optimisation of Genesys Cloud and other customer service, workflow, operational intelligence and business support technologies.
• Provide strategic oversight of workflow, automation and business process management platforms that support operational delivery across Customer Service Delivery and the wider branch.
• Accountable for the Product Owner function, ensuring technology roadmaps, platform enhancements, product lifecycles and capability investments are aligned with branch priorities, customer outcomes and future service delivery requirements.
• Provide leadership and strategic direction for the adoption, optimisation and ongoing value realisation of technology investments, ensuring platforms and tools deliver measurable operational, customer and organisational benefits.
• Work with business and technology partners to identify, evaluate, implement and embed emerging technologies and digital capabilities that improve operational effectiveness and customer experience.
• Drive the successful introduction and adoption of new platforms, including workflow, automation and operational intelligence tools that support Customer Service Delivery and the wider branch.
• Ensure business requirements are effectively translated into product roadmaps, system enhancements, configuration changes and technology investment priorities.
• Maintain oversight of technology performance, capability development and future platform opportunities across Customer Service Delivery.

People leadership

Build and maintain a high-performing team that is capable of developing and delivering innovative advice, products and services to support MBIE’s strategic direction.

• Establishes clear accountabilities, expectations and performance standards with the General Manager Customer Service Delivery and direct reports and ensures regular performance management and development occurs.
• Monitors individual, team and branch performance to ensure that performance targets are met.
• Anticipates future capability needs in human resources, identifies gaps in capability and addresses these gaps through targeted recruitment and development or other actions.
• Manages costs and resources in line with approved guidelines, Service Centre Cost Model, budget, deadlines and reporting requirements, with a focus on driving cost effectiveness in the Ministry.
• Coaches, mentors and develops staff to meet the needs of MBIE now and in the future.
• Identifies and develops talent for key roles in Service Support and the wider branch.

Relationship management

Manage constructive working relationships with work colleagues and external stakeholders to enhance understanding and co-operation
needed to achieve desired results.

• Develops effective working relationships with General Manager Customer Service Delivery and the wider leadership team, people leaders in the Customer Service Centre and other MBIE managers and employees in order to transfer knowledge and learning from the Service Support team to the wider organisation.
• Builds strong partnerships with Digital, Technology, Data, Architecture, Procurement and vendor partners to ensure Customer Service Delivery technology investments meet business needs and support future branch objectives.
• Represents whole-of-Ministry views and protects its reputation in external interactions.
• Builds strategic alliances with key government and non-government representatives, including national and international stakeholders, to ensure MBIE’s views are influential in their decision-making.
• Builds and maintains effective relationships and partnerships with national and international organisations to identify and share best practice information and to promote the Ministry, its products and services.
• Tests the effectiveness of stakeholder relationships using a range of appropriate measures and processes (including stakeholder feedback).

Wellbeing, health and safety

• Displays commitment through actively supporting all safety and wellbeing initiatives.
• Ensures own and others' safety at all times.
• Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
• Reports all incidents/accidents, including near misses in a timely fashion.
• Is involved in health and safety through participation and consultation.

Tō tūranga i roto i te Manatū – Your place in the Ministry

The Manager Service Support position reports to the General Manager, Customer Service Delivery. Customer Service Delivery is a branch within the Te Whakatairanga Service Delivery group.

More information about MBIE's structure

Ngā Kawenga Ārahitanga – Leadership Expectations

At MBIE our leadership expectations provide consistent language for how we expect our leaders to lead at MBIE. They are supported by our values, and the Public Sector leadership capabilities as described in the Leadership Success Profile (LSP).

Leadership Expectations - Ngā Kawenga Ārahitanga (MBIE)

Lead by example - Whakatinana hei tauira
Enable our people - Whakaāhei ō tātou tangata
Deliver what matters - Whakatutuki ngā manako

Matatautanga – Competencies (Leadership Success Profile)

The Leadership Success Profile (LSP) is a leadership capability framework, developed by the New Zealand public sector for the New Zealand public sector. It creates a common language for leadership and establishes what great leadership looks like. You can look at the twelve underpinning capabilities and four leadership characters here: Leadership Success Profile | Te Kawa Mataaho Public Service Commission(external link)

To mātou aronga – What we do for Aotearoa New Zealand

Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow New Zealand for All.

To Grow New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.

As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).

Te Tiriti o Waitangi

As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.

Mahi i roto i te Ratonga Tūmatanui – Working in the public service

Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.

In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.

What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission