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Service Level Manager

NZ Defence Force
Job Category:
IT & computing
Wellington - Wellington
Wellington - Wairarapa
Job Type:
Ongoing - Full Time
Posted Date:
Closing Date:
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Job Description

What you will do

The Communications and Information Systems (CIS) branch Service Management function is developing ITSM process capability and maturity and we are looking for a Service Level Manager (SLM) to join us and establish a proper Service reporting regime for the first time.

In this role you will have two direct reports who will be subject matter experts on Availability and Supplier Management. You will be responsible for recruiting, engaging, leading and developing the people in these roles.

This is a varied relationship management focussed role in which you will:

  • Work with Business Relationship Managers to clarify reporting needs for key stakeholders;
  • Establish SLA templates to support agile ways of working for the CIS branch;
  • Work with SACM to develop a logical Services construct to produce SLA reporting;
  • Work with the Availability specialist to develop service availability models;
  • Work with internal stakeholders to create under-pinning contracts with vendors;
  • Lead the tracking, reporting and analysis of CIS branch performance against agreed SLAs;
  • Drive continuous service improvement opportunities to enhance business value.

What we need

We are keen to hear from you have in-depth service management experience within similar ICT environments, especially in developing organisational maturity from a low base.

You will have a leadership background with experience in capability development, driving change and aligning the organisation to a specific operating model within an integrated environment.

Experience as a Service Delivery Manager or equivalent and a demonstrated ability in driving process improvement in performance levels would be favoured.
Please note: You must be able and willing to travel within New Zealand and overseas if required.

Who we are

CIS Branch provides the core information and communication services that underpin New Zealand Defence operations.  We are entrusted to deliver and support the Defence technology that helps keep New Zealanders safe.

Every hour of every day, 365 days of the year, the New Zealand Defence Force contributes to the defence, security and well-being of Aotearoa / New Zealand.  As a modern, professional military, it is our goal to maintain well trained, equipped and disciplined armed forces that can react to crisis at short notice.

Why Us

Let's just say we're not your typical corporate IT department:

  • We provide support to more than 14,000 military and civilian Defence Force personnel who are dispersed on seven continents, often in geographically remote, hostile environments;
  • Our solutions are deployed to personal devices, vehicles, ships and planes;
  • We're here to deliver military outcomes, not just the technology behind them.

We expect to appoint around the midpoint of the salary band for this role which is $111,892 inclusive of a 4% employer superannuation contribution. This may be negotiable depending on experience

Check out the great benefits for you and your family when you join NZDF!

Please note: This role will initially be based in Petone however we are currently working through our longer-term office location requirements in the broader Wellington area. This means that in future you may need to be able to work in one of our other CIS offices across the Wellington and Hutt Valley region.

How to Apply

To view the Position Description and to Apply Online please visit our Defence Careers website, or use the links on this page. For further information, contact Michelle Wilson on quoting job reference NZDF-1907023. 
Please note: If you are an existing NZDF employee (excluding contractors) you must apply through our Internal Vacancies site, via the HR Toolkit.

Applications close on Thursday 25 July 2019.

Please note: Applicants must be legally entitled to work in New Zealand (NZ) and be able to obtain and maintain the required level of NZ Government security clearance for the position applied for. The minimum citizenship and residency criteria for security clearances to be granted by the NZ Defence Force are as follows:

Higher level Security Clearance

  • most preferably a NZ citizen who has resided continuously in this country for the last 10 years, OR
  • is a citizen of, and/or has resided continuously in one or more of the following countries for the last 10 years: either Australia, Canada, NZ, UK or the USA; and has a background history that is verifiable and can be assessed as appropriate by the NZSIS towards a recommendation of suitability for a security clearance at a higher level.

If you do not meet these minimum criteria, we will not be able to accept your application.

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