General Manager Services and Access at Candidate Experience Site - Department of Internal Affairs

Wellington, Wellington, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

04 May, 26

Salary

227387.0

Posted On

03 Feb, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational Leadership, Customer Centric Service Delivery, People Leadership, Service Level Expectations, Relationship Building, Public Sector Management, Service Design, Digital Service Design, Stakeholder Influence, Team Development, Efficiency, Effectiveness, Complex Organisation Experience, Best Practice, Capability Building, Customer Centred Approach, Life Events Services

Industry

Government Relations Services

Description

Type: Permanent Hours: Full time Location: Wellington Business Group: Services and Access Branch: Regulatory and Identity Services About Us | Mō mātou The Mauri o te Tangata | Services and Access group are responsible for efficient delivery of customer centric products and services for life events such as passports, citizenship and births, deaths and marriages. Our teams are committed to delivering customer centred and consistent services across the range of products and services. This includes fostering a customer-centred approach and culture, which puts the customer and their whānau at the heart of our identify and life events services; and building capability to adapt to new ways of working that make it easier for customers to access our services. We need to do this in a way that delivers efficiency and effectiveness. The role | Te tūnga Reporting to the Deputy Secretary, Regulatory and Identity Services this senior leadership role is responsible for providing operational leadership and strategic direction to the Service and Access teams based across a range of locations – Wellington, Christchurch, Auckland, Sydney and London. We are looking for a seasoned senior operational people leader with proven success in the application of customer centric service delivery in a large and/or complex organisation. You will have exceptional people leadership skills and a passion for growing and developing your people. You will also need to demonstrate experience in delivering products and services in the most efficient way. What you bring | Nōu te rourou Significant experience leading and developing large service delivery and customer centric operational teams In-depth knowledge and experience with the application of customer centric service design including digital service and channel design Proven experience delivering consistently delivering to service level expectations in a complex organisation and experience in best practice of service delivery systems Exceptional relationship-building skills and the ability to influence senior stakeholders A solid understanding of public sector management frameworks and the role and place of public services agencies. For you | Mōu At Te Tari Taiwhenua | Department of Internal Affairs we are committed to offering a collaborative and innovative culture where your perspective and ideas will be welcomed. We want our people to thrive within a culture of best practice, while being able to set and achieve goals and being encouraged to challenge the status quo. To learn more about the diverse, important mahi we do at the Department and see why we're a great place to work check out our website https://www.dia.govt.nz/ Benefits - About Internal Affairs - Careers with us - Benefits - dia.govt.nz The appointing range for this role $204,651 - $227,387. This is Wellington based role and will require regular travel. To review the full job description, please click here. If you are unable to follow the link, please review the full job description on our careers website. How to apply | Me pēhea te tuku tono We are unable to accept applications via email. Please click the apply button to submit your application. We're committed to ensuring our application process is accessible to everyone. Please let us know if there is any support we can provide to ensure the process is accessible to you. Applications for this role close Friday 20th February 2026. Please note you must have New Zealand Citizenship to be considered for this role. If you have any questions please e-mail Jo Attewell @ jo.attewell@dia.govt.nz. At the Department of Internal Affairs, the work we do makes New Zealand a better place for those born here, and those new New Zealanders who have chosen to call this country home. The Regulatory and Identity Services branch is responsible for regulatory systems and functions related to charities, gambling, anti-money laundering and countering financing of terrorism (AML/CFT), digital safety, passports, civil registries, citizenship and identity management. The branch also delivers identity products and services that enable customers to register their life events, access services from other public and private sector agencies and businesses, and travel seamlessly overseas. The branch has programmes of work and support functions that include data analysis and insights, information sharing, forecasting, systems, service design, risk and assurance, intelligence and investigations, engagement and education, operational policy, product innovation, international product strategy and commercial.

Responsibilities

The General Manager Services and Access will provide operational leadership and strategic direction to the Service and Access teams across multiple locations. This role focuses on delivering customer-centric products and services efficiently and effectively.