Product Mgr - Service & Operational Supp

Product Manager – Service Delivery Systems Location: PNHQ / Porirua CBD | Grade: 23 | Employment: Permanent – Full Time | Job Req ID: 5996237 Overview As Product Manager – Service Delivery Systems, you will lead a portfolio of digital products, platforms and workflows that help people access Police services, support operational decision‑making and improve information and service requests throughout the organisation. Portfolio Scope Non‑emergency contact centre and related public‑facing service capabilities. Police vetting services, road safety, infringement management and related service delivery systems. Operational workflow, case management, information request, referral and information sharing capabilities. Appian and other low‑code or workflow platforms supporting operational and service delivery processes. Future service transformation opportunities, including automation, AI‑enabled improvements, digital forms and scalable workflow patterns. Key Accountabilities Lead delivery across maintenance, enhancements, funded initiatives and transformation activity within the portfolio. Set clear delivery priorities for Technical Product Owners and delivery teams, sequencing work against business value, risk, architecture direction and available capacity. Maintain oversight of progress, dependencies, risks and blockers, intervening early where outcomes are at risk. Translate complex delivery issues into clear advice for senior leaders, including what is being delivered, what is at risk and what decisions are required. Develop and maintain a multi‑year roadmap that balances operational stability, service improvement, technology modernisation and strategic investment. Identify opportunities to simplify, consolidate or modernise platforms and workflows across the portfolio. Shape investment propositions, business cases and prioritisation decisions with business owners, architecture, finance and governance groups. Ensure roadmap decisions align with enterprise architecture, platform strategy, security, privacy, information management and long‑term sustainability. Build trusted relationships with senior leaders, business sponsors, operational owners and service delivery teams. Translate current and emerging service needs into product direction, delivery priorities and investment choices. Lead and develop Technical Product Owners and related product capability within the portfolio. Set expectations for ownership, delivery discipline, stakeholder engagement, risk management and product thinking. What You'll Bring Whilst we are looking for skills, knowledge and experience relevant to the role, we also place high importance on your state of mind, the alignment of your values with ours, your ability to contribute to and build high‑performing teams, and the way that you lead yourself or others. Qualifications Significant experience leading complex technology products, platforms or service delivery portfolios in a large organisation. Proven delivery leadership experience, with a track record of turning strategy, demand and business priorities into delivered outcomes. Experience leading product, technical product, business systems, service delivery technology or transformation teams. Experience with customer service, contact centre, workflow, case management, regulatory, information sharing or public‑facing digital services. Experience managing suppliers, contracts, procurement inputs, commercial risks and value‑for‑money trade‑offs. Experience developing roadmaps, investment options, business cases or strategic delivery plans in complex service environments. Desired Skills (Desirable Experience) Experience with contact centre technologies such as Genesys Cloud, or workflow and case management platforms such as Appian, Pega or ServiceNow. Experience with public‑facing service channels, digital forms, customer service operations or service transformation. Experience with automation, AI‑enabled service improvement, digital workflow modernisation or public sector accountability requirements. Salary This position is covered by a collective agreement and salary will commence between $171,055 and $190,061, dependent on skills and experience relevant to the role. #J-18808-Ljbffr