Service Level & Incident Manager

Mō tēnei tūranga mahi | About this role

Te Haeata/The Opportunity

We are looking for an experienced, passionate and talented individual to join us as a Service Level and Incident Manager. You will be a pivotal member of a collaborative team that supports and delivers ICT services to the Ministry of Justice.

As a Service Level & Incident Manager you will be responsible for ensuring Service Level Agreements (SLAs) are delivered and met on a consistent basis. You will also be responsible for ensuring all IT Service Management processes, Operational Level Agreements (OLAs) and Underpinning Contracts (UCs) are appropriate for the agreed service level and that they continue to meet business requirements.

Key Responsibilities:

Service Performance Management: Ensure that internal suppliers and external suppliers meet their obligations, working with Service Managers and the Service Aggregation Manager to address and rectify poor performance through a cycle of agreeing and monitoring service performance and instigation of actions to eradicate poor performance.

Service Specification and Review: Take responsibility for Service Level Management for Digital Services. This includes overseeing the specification of services; leading regular internal service review meetings; and meeting customer representatives to monitor progress and ensure that agreed levels of service are maintained.

Incident Management: Managing high severity incidents to ensure effective resolution. Work with all involved parties across the Ministry and suppliers providing centralised, decisive management and communicating with stakeholders. Ensure Ministry participation in post incident reviews are conducted with all parties to ensure that appropriate improvements are identified and implemented.

Procurement Assurance: Provide assurance across procurement processes, ensuring that procured goods and products are within the required standards and SLAs. Collaborate with procurement teams to align procurement activities with service level targets and Ministry goals.

Ō pūkenga/Skills and Experience

No candidate will meet every single desired qualification. If your experience looks a little different from what we have outlined and believe you can bring value to the role, we'd love to hear from you!

To be successful in this role, you will:

• Be committed to the principles of te Tiriti o Waitangi
• Have proven ICT Service Delivery experience in a complex high pressure environment
• Be comfortable managing stakeholder expectations while balancing high priority incidents and service escalations
• Excellent written and verbal communications skills
• The ability to work with ambiguity while comfortable to move with confidence in a complex environment
• Be outcomes focused while keeping a customer centric approach
• A well rounded understanding of ITIL Service Management disciplines

Mō mātou/About us 

At Te Tāhū o te Ture - the Ministry of Justice, we're committed to working together for a fair and safe Aotearoa.

As a Service Level & Incident Manager you will have a varied and exciting role where no week is the same. The breadth of responsibility that comes with this role will give you a sense of achievement a while keeping you on your toes.

Joining Te Tāhū o te Ture means you will become part of an organisation that welcomes and supports people of all gender identities, ages, ethnicities, sexual orientations, disabilities and religions. 

Ngā painga o tēnei wāhi mahi/What's great about working here 

We offer you a range of benefits to support your wellbeing and help make the Ministry a great place to be. These include:

• 4.4 weeks holiday leave
• an online professional development portal
• access to a variety of inclusive and proactive networks

See our full range of benefits here.

With a wide range of jobs, you also get the chance to gain a variety of skills and experience while developing your career.

Utu ā-tau/Salary 

The appointing salary for this role will be between $116,904 and $151,402 depending on skills and experience.

Tono mai/Apply

To apply, click the Apply button below to be directed to our Careers Website. You can view a detailed position description here, as well as complete an online application form by attaching your CV and cover letter.

Applications close on Wednesday 9 October 2024; however, we will be reviewing CVs as they come in and inviting successful candidates to interview before the close date.

If you have any questions, please contact recruitment@justice.govt.nz

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