Position Overview
We are seeking an energetic and enthusiastic IT leader looking to make their mark and lead change in the IT digital service experience and business engagement space across Massey University.

Mō wai mātou | About Us
Massey University is a world-leading university in many academic disciplines and fields of research. Our point of difference is that our research is connected to community and industry. Working together across disciplines and locations, we solve national and global problems through fundamental, applied, and interdisciplinary research, while culturally and artistically enriching our world.

We have a new CIO providing strategic leadership and vision to transform our IT function, preparing it for a rapidly evolving higher education landscape. As part of this transformation, we are implementing a truly customer focused way of working. The CIO has assembled a talented, energetic, and enthusiastic senior leadership team to drive this critical change. To complete the team, we are seeking a Head of Service Experience to help lead this exciting period of innovation and transformation in IT at Massey.

This is a full-time position and while the team is based on our Palmerston North campus, the role could be based at our Wellington campus.

Mō tēnei tūranga mahi | About this role
The Head of Service Experience leads Information Technology Services department key service interactions with the University. The position also acts as the focal-point of coordination for ITS to ensure a joined-up approach to service experience and user engagement across the department.

The position has a broad accountability for ensuring the smooth delivery of IT services and a positive experience for the University. This includes management of our service desk function, end user support teams at three campuses, our ITSM practice and our digital engagement team covering business improvement consultancy, knowledge and information management, communication, and training.

The Head of Service Experience will have accountability for the quality and performance of each of these teams, ensuring that ITS presents a mature, stable and coordinated service offering to the University, that the University’s needs are communicated, and that the value provided by IT Service is clear for all key stakeholders.

Āu Mahi | What You Will Do 

• Influence stakeholder attitudes, decisions, and actions for mutual benefit.
• Manage and operate customer service or service desk functions.
• Analyse and proactively manage business demand for new services or modifications to existing service features or volumes.
• Agree targets for service levels and assess, monitor, and manage the delivery of services against the targets.
• Provide a source of consistent information about available services and products to customers and users.
• Create new and potentially disruptive approaches to performing business activities.
• Assess risks associated with proposed changes and ensuring changes to products, services or systems are controlled and coordinated.
• Manage the process to obtain formal confirmation that service acceptance criteria have been met.
• Improve team performance by developing the performance of individuals and workgroups to meet agreed objectives with measurable results.
• Enhance employee engagement and ways of working, empowering employees and supporting their health and wellbeing.

Ko koe tēnei | Who You Are 

• A tertiary qualification in an IT or Business Management subject, or equivalent extensive industry experience.
• Industry certification in IT Service Management, Business Relationship Management, and/or process improvement at a practitioner or manager level.
• Recent experience in senior leadership roles within an IT department with broad responsibility for a wide range of IT service management practice elements.
• Minimum 10 years’ experience within IT or IT-related positions, with a deep background in IT Service Management services.
• Experience in delivering and leading service and process improvement initiatives in a complex environment, with both internal and external partners.
• Proven track record of developing relationships with senior leaders and advising senior leaders on shaping their IT service needs and realising benefits from IT service.
• Demonstrable familiarity with current strategic issues facing IT departments (preferably in a university or NZ government context).

Ko ngā hua o te tūranga? | What’s in it for you?

• Up to 6.75% employer contribution to the UniSaver Superannuation Scheme
• Five university holidays per year in addition to your annual leave.
• Subsidised Southern Cross Healthcare plan for you and your family.
• Discounted membership to our fully equipped recreation centre and gym facilities.
• Staff purchasing privileges and discounts at many commercial and retail businesses across NZ.
• Access to a wonderful on-Campus crèche /day care facilities for dependents of staff on our Manawatū campus.
• Comprehensive professional development and training programmes.
• Leading a team of passionate, engaged and experienced kaimahi.

Applications will be reviewed as received and marketing may be removed prior to closing.
If you are a dynamic IT leader ready to drive meaningful change and enhance the digital service experience at Massey University, we encourage you to apply and be part of this exciting transformation.

To view/download the job description, please click on the file below
JD - Head of Service Experience

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