Incident and Problem Manager

• Based at Royal New Zealand Police College Porirua
• Police Employee
• Permanent – Full Time
• NAV
• JR 5182482

E tῡ ki te kei o te waka, kia pakia koe e ngā ngaru o te wā.
Stand at the stern of the canoe and feel the spray of the future biting at your face

Mō te tūnga | About the role
The Incident and Problem Manager is responsible for working and resolving IT incidents and problems at NZ Police. The role includes managing major incidents 24 x 7 to restore service to Police business operations by identifying, tracking and resolving incidents that disrupt normal business processes.

The role also manages lower priority incidents and identification of the underlying causes of incidents to prevent future reoccurrences. The position requires participation in the incident roster and ensure that provides 24 x 7 coverage for major incidents.

Key Accountabilities:

• Major Incident Management response including participation in the 24 x 7 roster.
• Clear and timely communications to stakeholders to provide regular updates and managing expectation on resolution times.
• Maintaining Incident and Problem Management policies, processes and procedures.
• Investigation of root causes of incidents and ascertaining measures to prevent future reoccurrence of incidents.
• Building positive stakeholder relationships including Product Managers, Service Management colleagues, vendors and senior leaders.
• Contributing to the service management leadership team and supporting colleagues.
• Develop and track performance measures e.g. key performance indicators

He aha taau e kawe mai | 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.

You will have experience managing incidents and problems that impact the operation of business services in an Information Technology context. You will have strong communication skills and be able to manage communication to stakeholders in pressure situations

You will have well-developed problem-solving skills and understanding of and experience in a number of problem-solving methods. You will have demonstrated aptitude for identifying root causes, evaluating options, and devising effective solutions to complex problems. You will bring an aptitude for understanding technical issues in systems and applications and be able to translate those issues into business language when working with business partners.

Demonstrated ability to work and collaborate across teams, an adaptability to remain composed while adapting to rapidly changing situations, and able to track multiple priorities to resolve incidents in a timely manner.

Previous incident and problem management experience in a similar role an advantage or understanding of the incident and problem practices gained through working on a Service Desk or similar environment.

Whakaritenga motuhake | Special requirements

• A full drivers licence
• Experience working in service operations environment, ideally in a large organisation.
• ITIL Foundation certificate
• Incident and Problem related qualifications e.g. Kepner Fourie, or ITIL Intermediate an advantage.
• Good written and verbal communication skills.
• Understanding of ServiceNow or similar service management toolsets
• The role is expected to be part of the incident management roster.
• The role requires flexibility of working hours, particularly as relates to effective response to major incidents.

This role is set at Individual Contributor level, this means your key purpose is “to deliver or enable others to deliver Our Business”.

To view the position description for this role please copy and paste this link into a new browser:
https://www.police.govt.nz/sites/default/files/pd/02-2025/incident_problem_manager.pdf

Mo tātou | About us
New Zealand Police is the lead agency responsible for preventing crime and enhancing community safety. It works in partnership with individuals, communities, businesses, and other public sector agencies towards the vision of making New Zealand the safest country. Police is the government’s largest front-line response agency with around 15,000 staff in large and small communities all over New Zealand and in liaison and policing development roles overseas.

Your development is highly valued at NZ Police. Our employees enjoy significant investment in their development not only at an individual level, but also at the team and community practice level. We work hard to match you with work that will both play to your strengths and challenge you in new ways.

The work you’ll be engaged in is real, tangible work that directly benefits our frontline and communities. Taken all together, this means we can offer you career path opportunities to progress in your chosen profession and become a more well-rounded, experienced leader, with opportunities across the range of work we support.

To view more detailed information about our recruitment process along with further details about requirements please click below link:

Applicant Information Pack (External)

Tono ināianei | Apply now
If this position sounds like you, click apply now and submit a tailored CV. You will be required to submit an application form. Before confirmation of hire, pre-employment checks will be undertaken which include reference, drug and alcohol testing and police vetting prior to any written offer being made.

For further information on the application process, please copy and paste this URL: https://www.police.govt.nz/careers

All applications must be submitted online and will not be accepted directly via email. All applicants must have the right to work in New Zealand.

Utu ā-tau | Salary
This position is covered by a collective agreement and salary will commence between $110,475 and $117,014 dependent on skills and experience relevant to the role.

If you are an internal applicant, you must apply internally through the police system. You must provide an alternative contact email address and state your future commitments should you be successful in the next stage of the recruitment process.

Please note: Deadline for applications is 5:00 pm on Thursday 13 March 2025. Applications may be reviewed prior to the close date as well as contact made with candidates.

If you have any questions about this vacancy, please contact Jessica.harris@police.govt.nz