- Based at any Health New Zealand office, with on-site work required as needed
- Permanent, Full-time
About the Role
The Problem Manager plays a critical advisory and delivery role within Digital Services, partnering closely with Digital Operations and key leadership teams to drive the identification and resolution of complex problems. This role is responsible for uncovering root causes of unresolved and recurring incidents, implementing permanent corrective actions, and recommending practical solutions to prevent future issues. Additionally, the Problem Manager supports the continuous improvement of problem management processes, ensuring alignment with organisational goals and fostering effective problem resolution across the digital technology environment.
About the Team/Service/ Location
The Problem Manager role is situated within the Digital Operations function, part of the wider Digital Services Group. Reporting to Manager Major Incident Management within Digital Operations, this role contributes to reducing duplication and improving alignment across teams, with a strong focus on maintaining the stability, security, and reliability of digital services. The broader Digital Operations group, recognised as Infrastructure & Operations in the industry, is responsible for operating, optimising, and modernising Health NZ's national critical digital infrastructure. Digital Operations plays a vital role in ensuring the smooth and secure functioning of digital systems and services across public hospitals, supporting critical clinical systems as its primary mission. The group also extends its support to Community, Consumer, and Corporate stakeholders as part of its wider digital service commitment.
About you
You are seasoned digital leader with a strong technical foundation and a passion for driving system reliability and performance. They bring a strategic mindset, a collaborative approach, and a commitment to equity and innovation in healthcare. This leader inspires cross-functional teams to adopt best practices in problem identification, root cause analysis, and continuous improvement. You will also have the following skills and experience to support your success in the role:
- 1-3 years' experience in problem management and root cause analysis, driving continuous improvement.
- Minimum 5 years' IT experience with strong knowledge of ITSM frameworks, especially ITIL.
- Proficient in using ServiceNow, Jira, or similar tools for incident and problem tracking.
- Demonstrated ability to collaborate effectively across technical teams and disciplines.
- You will be comfortable leading the Problem Board, encouraging active participation from senior stakeholders to take ownership, allocate capacity and achieve successful Problem closure.
Working for Health New Zealand
Health New Zealand | Te Whatu Ora is ‘the weaving of wellness'. We're dedicated to ensuring excellent healthcare for the people of Aotearoa/New Zealand. The Equity Work Programme at Health NZ focuses on helping everyone in the health system think about equity when they do their work. It also promotes the cultural change needed for the whole system to reach equity in health outcomes.
Our people are at the heart of everything we do. Health New Zealand are committed to being good employers and honouring our equal employment opportunity obligations.
Our commitment to equity, diversity and inclusion
- We want to see the real you in your application and welcome the real you on board if you come and work with us. Skills are gained across many areas of our life, not just in formal employment. If you can demonstrate the skills listed in the ad, but the experience was gained through whānau life, community or mahi aroha (volunteering) we encourage you to apply and share your story with us in your cover letter.
- We particularly welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.
How to Apply
To view the position description and/or apply for the role please click “apply now.” All applications must be submitted through our online careers portal before 11:59pm on Tuesday 12th August. If you have any questions about the role, please contact Chloe-Mary Booth at chloemary.booth @TeWhatuOra.govt.nz.
Whilst Health New Zealand is undergoing change, affected employees will be given preference and priority for this position.
