Customer Delivery Director

4 days ago

Canterbury, Kent, United Kingdom New Zealand Government Full time
Job Description - Customer Delivery Manager

High Profile Leadership Role

This is a newly created leadership position that will play a critical role in the successful delivery of the National Ticketing Programme. The programme aims to transform the way New Zealanders travel on public transport, using a common payments platform and service for all public transport in the country.

The National Ticketing Programme is a significant programme of work in partnership with the New Zealand Transport Agency (NZTA) and Public Transport Authorities (PTAs) throughout New Zealand. The programme will establish a shared services operation called Transport Ticketing & Payments (TTP) to facilitate the successful delivery of the programme.

The Opportunity

This role will be responsible for the successful operation of TTP Service Delivery for the Christchurch region, where the first rollout of the TTP operation will be delivered. The role will oversee the key Service Management functions within NTS services that enable the delivery of a high-quality service to the PTAs and end users.

About You

To be successful in this role, you will need to bring your leadership attributes, as well as your 'know how':

  1. Able to demonstrate the ability to undertake the responsibilities outlined in the position description
  2. A passion for Service Improvement
  3. Experienced Service Management professional
  4. ITIL Qualified and Expert knowledge of ITIL disciplines
  5. Previous experience as a Team Lead or Manager or demonstrable experience in leading virtual teams
  6. Experience of managing 3rd parties and 3rd party delivered services as an aggregator
  7. Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
  8. Excellent leadership and people management skills
  9. Excellent written and verbal communication skills
  10. Willingness to support and mentor junior staff
  11. Excellent customer facing/customer service skills
  12. Able to work under pressure and meet deadlines
  13. Able to demonstrate a high degree of flexibility including shift and out of hours working
  14. Excellent organisational skills

You will also need to demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori.

About Us

The New Zealand Government is committed to delivering a positive land transport experience for all New Zealanders. The Customer and Services Group plays a critical role in achieving this goal by making interactions with government products and services simple, easy to use and effective for users.

We are a diverse and inclusive organisation that values our people and their contributions. We offer a range of benefits and opportunities for professional development and growth.

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