Service Improvement Advisor

  • New Zealand
  • Auckland
  • Permanent
  • Negotiable

The Client

Our client is one of the largest local authorities in the South Pacific providing essential services and facilities to more than 1.6 million people. They are progressive socially, culturally and environmentally while they work towards creating change having an impact on their journey to becoming a city they are proud of for Auckland ratepayers and residents.

The Role
Our client is seeking to engage the services of a Service Improvement Advisor to join the ICT Service Improvement team. In this role, you will be responsible for identifying, recommending, documenting and implementing process and service improvements to the benefit of the organisations customers and ICT teams. The team also has the responsibility of managing, delivering, and supporting the Service Management processes, utilising best practice frameworks such as ITIL and the opportunity is there to learn new skills.

You will champion best practices in process and service improvement and share your expertise with the wider team to take an initiative from an idea through to implementation.

You will be an energetic ICT professional with in-depth technical experience where your excellent analytical, documentation and customer service skills have made you stand out amongst your peers.

What does a typical day look like?

  • Attend the morning meeting and share progress on your tasks.
  • Action BAU activities which could be technical escalations or project deliverables.
  • Action Service Improvement Initiatives and associated tasks
  • Meet with Stakeholders and SMEs to gather feedback – document meetings and actions.
  • Attend Service Management meetings such as Change Enablement and Major Incident Management to identify and assist with improvement initiatives.
  • Document Issues, Recommendations, Reports and Knowledge

You will be a part of a friendly and collaborative team that is dedicated to customer service. You will receive dedicated training and development to help build your career and on top of this, you will gain access to many benefits and discounts.

About You
To excel in this role, candidates must demonstrate strong interpersonal skills, enabling effective communication across various stakeholders. Exceptional verbal and written communication abilities are paramount, alongside proficiency in conflict resolution, mediation, and negotiation. Personal resilience is also crucial, as the role demands maintaining a high level of positivity and energy during challenging circumstances.

Ideally looking for candidates that exhibit proactive behavior, adept at prioritizing tasks to meet objectives and targets. Possession of ITIL qualifications and a minimum of 5 years’ experience in customer-facing roles (Service Desk, Field Engineer) providing exceptional support are prerequisites for this position.

To Apply
To apply for this role, click ‘Apply’ or call Arti Vaidya on +64 9 200 1172 to discuss this position in further detail.

Apply now

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