Service Improvement Programme Manager

Lead transformation. Shape services. Improve outcomes for our city.

The Customer and Community Group is focused on creating a well-connected, engaged, and thriving community by delivering a variety of essential services in a way that enhances social, cultural, and recreational aspects of Pōneke.

This role has been establishedthrough a recent realignment aimed at improving how we deliver our services and making it easier for customers to engage with us, while actively ensuring we’re driving value for every ratepayer dollar.

Wellington City Council is on an exciting journey to reshape how services are designed, delivered, and experienced across our organisation and community. At the heart of this mahi is our Service Strategy & Performance business unit - the strategic engine room that aligns operational delivery with Council’s long-term direction. We enable our people and services to be data-driven, future-focused, and relentlessly improving.

Within this, the Service Improvement Programme team plays a critical role in transforming the way internal and external services are delivered making them more intuitive, accessible, digital, efficient, and people centred.

We’re now looking for an exceptional Service Improvement Programme Manager to lead this transformation.

This isn't just another leadership role - it’s a rare opportunity to shape the future of Council services across the capital, delivering real impact for our people, customers, and communities. You’ll lead a high-performing team charged with redesigning services, accelerating digital and AI-enabled delivery, and embedding a culture of continuous improvement across the Customer & Community Group.

Āuakemahi | Whatyou'lldo

Strategic Service Transformation

You’ll drive a multi-year programme that reimagines end-to-end service delivery. Working closely with senior leaders, operational teams, and external partners, you’ll identify opportunities that lift efficiency and significantly improve the experience for staff and the community.

You’ll champion methodologies that put people at the heart of service design, co-design, journey mapping, agile, lean, and design thinking - supported by robust data, insights, and analytics.

In partnership with our Digital and Technology team, you'll help embed emerging digital and AI capabilities into our operating model - enabling automation, predictive insights, and more responsive services.

Building a Centre of Excellence

You’ll stand up and lead a Service Design Centre of Excellence, setting standards, lifting capability, and building a thriving community of practice across the organisation.

You’ll coach and empower a talented team, foster strong cross-Council relationships, and model the collaborative, inclusive leadership behaviours that support our vision and values.

What you’ll bring

You’ll be a seasoned service transformation leader with experience navigating complex environments and bringing people along on the journey. You’ll bring :

• 10+ years in service design or transformation roles, with at least seven leading a design or service improvement function.
• A proven track record delivering large-scale transformation and measurable service improvements.
• Strong leadership capability - inspiring high performance, collaboration, and innovation.
• Experience delivering digital and AI-enabled service enhancements.
• Expertise in programme / project management and change leadership.
• Exceptional communication and storytelling skills - able to engage executives, technical teams, and community stakeholders alike.
• Deep commitment to inclusive design, accessible services, and serving diverse communities.
• Advanced proficiency across Microsoft 365.
• Relevant tertiary qualifications in service design, business, technology, or related disciplines; professional certifications in HCD, Agile, or AI is desirable.

Nōuterourou| What's in it for you

Working for the Council offers you a range of benefits including 5 weeks annual leave, flexible working options, health and wellbeing support, Council staff discounts and a range of learning and development programmes and opportunities.

Applications close 14 th December 2025. All applications must be submitted online.

All applicants must have the right to work in New Zealand and be prepared to undergo a Ministry of Justice check.

Diversity :

We want your application to enable you to portray the real you. Skills are gained across many areas of our life, not just formal employment. If you can demonstrate the skills listed in the advert through whānau life, community or mahi aroha (volunteering) we encourage you to apply and share your story with us in your cover letter. We welcome applications from all walks of life and like our workforce to reflect the diverse communities we serve.

Accessibility Support :

We want to make sure any accessibility requirements you may have, are well supported so the selection process is equitable for everyone. Please let us know if there are any adjustments or support, we can offer to make our process more accessible to you by emailing :

Details

Reference number : 49940

Posted on : 28 Nov 2025

Closes on : 14 Dec : 55

Location(s) : Wellington CBD

Expertise : Information technology and information management, Iwi / public engagement and relations, Policy, planning and strategy, Procurement and contracts management, Project management, Research and analysis

Applicants must be prepared to undergo a pre-employment medical which may encompass a drug and alcohol screening if short-listed.

The successful applicant will hold a position of trust with the Council and applicants must therefore be prepared to undergo a criminal record check if short-listed.

The successful applicant will hold a position of trust with the Council and applicants must therefore be prepared to undergo credit history checks if short-listed.

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