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Service Leader, IT Service Management

Inland Revenue Department
Job Category:
IT & computing
Job Type:
Posted Date:
Closing Date:
File Attachment:
Service Leader RD#2027.pdf (PDF, 562KB)
Job Specification

Service Leader ITSM Supplementary Info.pdf (PDF, 590KB)
Job Specification

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Employer Website:

Job Description

  • Are you a leader that has successfully driven change in a high impact ICT operation?
  • Newly created permanent position reporting to the Chief Technology Officer
  • Wellington based



We have a clear vision and have put the right support and significant investment into our new Operating Model for Technology, now we just need the right person to establish and lead the team into the future.


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


In this key position you will lead the Service Management function and drive a culture of service excellence. As the Service Leader you will be responsible for improving customer experience and championing IR's customer-centric and intelligence-led culture.


This will be achieved through your strong leadership skills and ability to enable proactive, business-led and customer-centric management of services through the following teams:


  • Service Operations Centre
  • Service Desk
  • Capability & Service Improvement
  • Enterprise Change & Release
  • Environment Management



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


  • in-depth understanding and experience of driving towards ICT business outcomes 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 other agencies and external partners to deliver quality outcomes for our customers


  • 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 build and lead a high performing Service Management function 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 Supplementary Information and/or contact Fiona Ramson on 04 890-2126.


Applications close 16 December 2018.

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