Customer Delivery Manager at New Zealand Transport Agency, Canterbury

• High profile, large scale national wide programme
• Newly created leadership role
• Christchurch location

The National Ticketing Programme is a significant programme of work in partnership with NZTA and Public Transport Authorities (PTAs) throughout New Zealand to develop one common payments platform and service for all public transport in the country.

'This aims to transform the way New Zealanders travel on public transport, on any mode, anywhere in the country, using card or smart devices, consolidated into one easy payment system.' It is a critical part of achieving New Zealand ambitions for a safer, more sustainable land transport system.

A shared services operation called Transport Ticketing & Payments (TTP) will be established as a business unit and housed within NZTA to facilitate or provide the functional requirements and capability for the successful delivery of the NTS. The shared services function will work in collaboration with its partners (PTAs, NZTA, ticketing provider, financial service providers) to manage the operation of the ticketing services. NZTA will be responsible for managing the day-to-day operation of the NTS, contract relationships, assurance, and overseeing the running of the service through TTP, ensuring the needs of stakeholders are met and outcomes are achieved.

Te Whiwhinga mahi | The opportunity

This role will primarily be responsible for the successful operation of TTP Service Delivery for, initially, the Christchurch region where the first rollout of the TTP operation will be delivered. This is a critical client-facing role designed for a relationship centric individual, who will be an advocate for TTP products and services.

The TTP Customer Delivery Manager oversees the key Service Management functions within NTS services that enable the delivery of a high-quality service to the PTA's and end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role,and requires that you establish and manage expectations within the business and drive the aggregated team to achieve those expectations to a high standard.

Ideally, we would prefer that the role is based in Christchurch but will require regular travel to Wellington.

Please click here for the position description.

Ko koe tēnei | About you

As well as your leadership attributes, you will need to bring your 'know how':

Knowledge and experience:

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