Position Description

Position title:
ICT Business Partner
Division:
CFO
Department:
Information and Communication Technology (ICT)
Unit:
Technology & Governance
Team:
ICT Assurance
Reports to:
ICT Assurance Manager
Direct reports / Indirect reports (number):
Nil
Location:
Auckland CBD

Accountabilities of position

Purpose of position:

The objective of the ICT Business Partner role is to proactively engage and partner with the wider business at
a senior level. This role creates strong relationships across the organisation, developing an understanding of
business strategy and goals across key business units which include CCOs. Through this understanding and
engagement, this role supports the Business Units in how technology can better enable them, and connecting
them with the relevant Service Sponsors or Architects within ICT, demystifies ICT and acts an advocate for
specific initiatives and objectives. Operating at a senior level and with an enterprise view, this role works
alongside the Business Strategy & Architecture team to focus on aligning business unit initiatives and keeping
the wider ICT team up to date with business unit priorities.

More specifically this role will:

• Provide Business Relationship Management on and act as an advocate for the Department, act as a
“bridge” between ICT and a designated key account portfolio.
• Work closely with the business departments to build empathy and understanding of their key
challenges and issues and ensure that their key strategic imperatives are recognised and included in
the development of the ICT Strategy and the delivery of all ICT services.
• Act as a key and trusted adviser to the business on all aspects of ICT Service Delivery within the
business department.
• Provide Customer reporting and gathering of Customer insights to ensure there is a continuous focus
on service improvement and customer centred engagement within ICT.

Position description – ICT Business and Performance Lead

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Relationship Management

Key Responsibilities
• Develop and maintain effective relationships with key stakeholders
• Actively gain a deep understanding of designated business portfolio, working closely with the relevant
leadership, to gain a clear understanding of the business goals and strategy as well as technology issues
and risks.

Expected Outcomes
• Participate in regular leadership forums within assigned portfolio to understand the strategic and
operational drivers of success for the business unit
• Excellent relationships are built and maintained.
• Credibility and ability to engage and communicate with Service Owners and Sponsors to give the
Customer drivers and influencers.
• Build a ‘trusted advisor’ relationship with relevant senior leaders to ensure ICT is represented in lead team
decision making.
• Vendor relationships

Customer Experience
Key Responsibilities
• Provide Customer insight and business knowledge to internal ICT teams to ensure good service
outcomes are inherent in any services design
• Once an ICT project has landed with the business ,be instrumental in ensuring that any issues or
impacts to the business are brought back into ICT and learning is used to improve customer outcomes in
future projects.
• Facilitate any service performance issues both within ICT and the business for on boarded projects ,
working collaboratively to achieve good outcomes
• Support business owners with navigating process and governance for complex service enhancement
requests, minor initiatives and projects in collaboration with the designated EA and Portfolio Manager

Expected Outcomes
• Customer expectations are understood.
• Continuous improvement opportunities are recognised and lead to better delivery outcomes
• Communication conduit

Customer Management
Key Responsibilities

• For the key account (portfolio), provide input into their Business Plan, strategy and budget to ensure ICT
initiatives are adequately represented.
• Act as a ‘virtual team member’ for business unit activities where the ICT perspective is required
• Responsible for performance reporting to customers and facilitating ICTs response to those issues.
• Act as a conduit and coordination point for ICT communications to customers ensuring that the right
people from across ICT are engaged in customer conversations
• Work with the key acount (portfolio) to understand the impact of ICT led programmes on their business
• Final escalation point for customer queries and issues and responsible for liaising within the ICT
department to achieve resolution
• Provide project management and / or project leadership for the group on specific projects or programmes
of work as agreed with the ICT Assurance Manager
• Facilitate Service Delivery issues in collaboration with Service Owners, problem management and
portfolio management to ensure resources allocated to deliver resolution for the business

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Expected Outcomes
• Creation of an ICT Plan that is aligned both to the portfolio Business Plan and objectives as well as the ICT Strategy.
• Customer centric service reporting is in place and communicated
• Customer satisfaction remains high through positive feedback and customer satisfaction scores
• Projects use best practice and follow organisation guidelines.
• Drive accountability for good service outcomes
•

Service Improvement
• Develop a good understanding of the unit’s customer processes and systems
• Review and identify customer process and system improvement opportunities in conjunction with Service
Owners and other SMEs
• Lead the development and implementation of process and system improvements, including process
mapping and documentation
• Monitor results from process improvements by initiating formal reviews and ensuring measures are in
place for reporting results

Expected Outcomes
• Business processes and systems identified, and current state documented
• Programme of review of customer processes and systems developed and agreed with Service owners
• Process and system improvements developed and implemented in accordance to agreed programme
• Process and system improvements met or exceed expected benefits

Organisational obligations

Key Responsibilities
• Action Auckland Council’s good employer obligations including equal employment, biculturalism and
diversity policies and practices
• Auckland Council is committed to the principles of the Treaty of Waitangi – partnership, participation and
protection – as such, we work with our iwi partners and the wider Māori community to meet their needs
and aspirations for the city
• As an employee of the council you are required to understand and demonstrate our organisational
behaviours
• As an employee of the council you are required to be associated, as required, with Civil Defence
Emergency Management or any exercise that might be organised in relation to this council function
• Promote a safe and healthy workplace by undertaking responsibilities as outlined in Auckland Council’s
health and safety policy and procedures
• Promote activities and initiatives that assist Auckland Council achieve its vision and mission
• Promote one-organisation initiatives and action these service characteristics
• As an employee of Auckland Council you are required to familiarise yourself with and comply with all
organisation policies, including but not limited to, Auckland Council Code of Conduct

Expected Outcomes
• Auckland Council meets its obligations as an employer
• Auckland Council meets its obligation under the Treaty of Waitangi and the Treaty Settlement Act
• Understanding and meeting the needs of Māori in the council’s internal working environment and in the
delivery of services to the Auckland community
• Act in ways that demonstrate understanding and which embrace our behaviours in your dealings with both
your work colleagues and in your interactions, both internal and external.

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• Acts in ways that support an environment of biculturalism, diversity and inclusion in the workplace
• Obligations under the Māori Responsiveness framework are upheld
• Auckland Council’s reputation is enhanced within the community
• Health and safety requirements upheld

Key relationships
Internal:
• ICT – Service Sponsors, Owners and Lead Team
• Key Accounts
• CCOs

Type of person suitable for this position

Qualifications
• A tertiary qualification
• ITIL certification preferred. (e.g. Foundation Certificate in IT Service Management or ideally Capability
Certification in Service Offerings and Agreements or equivalent)
• Full clean NZ driver’s license required or other alternative way of traveling across the region

Experience, skills and competencies

• Preferably 8-10 years’ experience in strategic Business Relationship Management, Stakeholder
Management, Service Performance/Continuous improvement or Customer Experience
• Experience with large scale organisational enterprise information services and requirements
• Project Management experience
• Significant ICT and business work experience with a broad range of exposure to various technical
environments and business segments
• Extensive experience in strategic planning, business development or client management
• Awareness of and interest in solutions used in Information and Customer Service environments
• Practical problem solver focused on efficiency and value for money
• A positive “can do attitude”

Personal Leadership Behaviour – Team Member

Auckland Council’s vision is to create the world’s most liveable city, while delivering Aucklanders great value for
money. Our high performance behaviours were developed to capture what it means to put our vision in to action:

• Develop - We take new approaches to solving old problems; we thrive on challenge; we think big and
stay ahead of the game
• Serve - We treat our customers as though they’re our friends and neighbours; we make things easy for
Aucklanders; we spend ratepayer money wisely
• Achieve - We’re accountable; we get stuff done; we achieve real results
• Collaborate - We are one council family and we trust each other; we know that the little things we do can
make a big difference; success is a shared goal

Disclaimer
The above statements are intended to describe the general nature and level of work being performed by incumbents in the
assigned job. They are not construed as an exhaustive list of all responsibilities, duties, or skills required of the incumbent.
From time to time, personnel may be required to perform duties outside of their normal responsibilities as needed.

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