Service Manager | Kaiwhakahaere Ratonga

Te tīma | The team Parliament IT provides the digital services, platforms and technology support that help Parliament operate effectively. We work in a unique environment where reliable, secure and customer-centred technology directly supports Members of Parliament, parliamentary agencies, our people and the public. The team is focused on making it easy to work digitally without compromising security, building sustainable services that anticipate future needs, and organising our people, products and services around those we serve. Mō te tūnga | About the role As Service Manager, you will own end-to-end operational services within Technology Operations & Infrastructure and the associated service roadmap. You'll ensure services perform reliably today while planning and delivering sustainable improvements for tomorrow. This role is responsible for service quality, customer experience and operational risk across your service domain. Working closely with technical teams, the service desk, vendors and stakeholders, you'll coordinate effective service delivery while helping shape the future direction of the services you support. It's a varied position that combines operational leadership, service management, stakeholder engagement and continuous improvement. You'll have the opportunity to influence outcomes, solve complex problems and help deliver exceptional digital services in one of New Zealand's most unique environments. Tō kete | What you will bring to the role We're looking for an experienced service management professional who can balance operational excellence with long-term service improvement. You'll bring experience owning operational services and service roadmaps within a large and complex organisation, along with a strong understanding of service management practices such as Incident, Problem, and Change & Release Management. Success in this role will come from your ability to build trusted relationships, influence stakeholders and work effectively across technical teams, vendors and business groups. You'll be comfortable navigating ambiguity, thinking on your feet and using sound judgement to make decisions and resolve issues. To be successful you'll demonstrate: Experience managing end-to-end operational services and service roadmaps Strong service management experience, including Incident, Problem and Change & Release processes Proven ability to build and maintain strong customer relationships Experience managing vendors and holding suppliers accountable for agreed outcomes Strong communication and stakeholder management skills A customer-focused mindset and commitment to continuous improvement The ability to balance reliable day-to-day operations with sustainable service evolution Relevant tertiary qualifications and/or equivalent experience ITIL, service management or other relevant professional certifications would be advantageous. Please note: To be considered for this position you must be a New Zealand Citizen or Permanent Resident and able to obtain and maintain a NZ Government National Security clearance at CONFIDENTIAL level. Click here to check your eligibility. Ka riro i a koe | What you'll gain This is an opportunity to play a key role in supporting the technology services that help Parliament operate every day. You'll join a small, highly capable team with a broad remit and significant organisational impact. The role offers variety, autonomy and the chance to work across multiple technologies, stakeholders and service providers while contributing to meaningful work that supports New Zealand's democracy. If you're someone who enjoys building relationships, solving problems and continually improving services, you'll find plenty of challenge and opportunity in this role. Ngā āhuatanga kei a mātou | What's in it for you? We offer a range of benefits includingaccess to an on-site gym and pool, learning and development opportunities and flexible working arrangements. Our ever-changing environment allows us to be part of the action at Parliament including attending question time, select committees and other key events. We offer a thorough induction, on-going development, and excellent working conditions. Please note: This is a permanent role. The salary range for this position is $119,351 - $135,359 per annum, with the potential for the salary to exceed this range based on skills and experience. Mō mātou | About us Parliamentary Service supports New Zealand's democracy by providing excellent services to Members of Parliament, parliamentary agencies, our stakeholders and the public. Our support services include IT, security, research and information services, finance, HR, travel, catering, and looking after the buildings and grounds of the parliamentary precincts. We work closely with the Office of the Clerk of the House of Representatives, which provides specialist advice on procedure and parliamentary law and secretariat services to the House and its committees. Our values are Integrity, Manaakitanga, Accountability, Whanaungatanga and Empowerment. These values support our vision to have the best people supporting the best parliament in the world. The Parliamentary Service appoints on merit and is committed to diversity and inclusion and good employer principles. We welcome applicants from all walks of life and value the experience that your point of difference brings. #J-18808-Ljbffr