Head of Service Operations (HoS)
Te Hau Ora O Ngāpuhi
Job Description
- Based in Kaikohe, in the heart of Te Tai Tokerau.
- Senior operational leadership across a diverse portfolio of whānau-centred services.
- Bring together people, performance and services to deliver better outcomes for whānau.
Te Hau Ora O Ngāpuhi (THOON), is charged with leading the hauora strategy for Ngāpuhi, serving whānau, hapū and hapori living within Te Whare Tapu Ō Ngāpuhi, from pēpi to kuia and kaumātua, whether Māori or non-Māori. THOON is seeking an experienced and highly capable Head of Service Operations (HoS), to provide senior operational leadership across its diverse service delivery portfolio.
Reporting to the Chief Operating Officer and leading five Service Managers/Team Leads, this pivotal role will ensure services deliver on their commitments to whānau and funders, operate within approved budgets, maintain safe and capable workforces, and continually strengthen performance and outcomes.
At the heart of the role is integration. Whānau engaging with THOON should experience connected, culturally safe and mana-enhancing support. The HoS will provide the leadership and operational oversight that makes this possible. THOON’s values will be reflected not only in what you deliver, but in how you lead.
Te tūranga | The opportunity
This is a broad senior leadership role spanning health, social services, housing operations, employment, tamariki and rangatahi, and community services. You will set clear expectations, strengthen leadership capability and maintain oversight across service performance, contracts, workforce, budgets, quality and operational risk.
Key areas of responsibility include:
- Leading integrated operational performance across THOON’s service portfolios.
- Providing clear leadership and oversight to Service Managers/Team Leads across service delivery, workforce, contracts, budgets, performance and risk.
- Strengthening coordination and referral pathways across services to improve the experience and outcomes of whānau.
- Using performance data, whānau feedback and service intelligence to drive continuous improvement.
- Maintaining strong financial oversight across budgets, forecasts, variances and resource pressures.
- Building the capability and accountability of Service Managers/Team Leads and supporting effective performance.
- Ensuring quality, health and safety, privacy, compliance and operational risks are actively managed.
- Working effectively alongside clinical and professional leaders while respecting clinical governance and professional accountability.
- Supporting operational funder relationships and ensuring reporting is accurate, evidenced and timely.
- Ensuring services are culturally safe, mana-enhancing and give practical effect to Te Tiriti o Waitangi, Ngāpuhitanga and local tikanga.
Importantly, this role is about leading through other leaders, role modelling of behaviours, creating clarity and accountability, removing barriers, developing capability and stepping in when performance or risk requires it.
Ko wai koe | About you
You will be an experienced senior service leader with sound judgement, a strong operational lens and the ability to bring clarity to a complex service environment.
Your background may be in health, social services, housing, Whānau Ora, education, community services or a related human-services environment. Importantly, you will have experience leading managers across multiple services and taking accountability for the performance of a broad operational portfolio.
We are looking for someone with:
- Senior leadership experience within complex health, social, housing, Whānau Ora, education, community or related human services.
- Demonstrated experience leading managers across multiple service areas.
- Proven accountability for funded services, contracts, outcomes, budgets, workforce and performance.
- Strong operational capability across service integration, workforce planning, systems improvement and operational risk.
- Sound financial literacy and the ability to make well-informed resource decisions.
- A strong understanding of quality, risk, health and safety and regulated-service obligations.
- The ability to work effectively across clinical services while respecting clinical governance and professional boundaries.
- Demonstrated ability to lead culturally safe, whānau-centred services and give practical effect to Te Tiriti o Waitangi, Ngāpuhitanga and tikanga Māori.
- A relevant tertiary qualification in health, social services, management, business, public administration or a related discipline.
You will be a strategic and pragmatic leader with strong judgement, systems thinking and relationship capability. You will be comfortable coaching and challenging other leaders, navigating complexity and remaining calm under pressure. Above all, you will bring a genuine commitment to kaupapa Māori and improving outcomes for whānau.
This is an opportunity to take on a significant operational leadership role within Te Hau Ora o Ngāpuhi, bringing together people, performance, systems and kaupapa to strengthen services and create a more connected and responsive experience for whānau.
Me pēhea te tono | How to apply
Please email Heather Walker at Mana Recruitment at heather@manarecruitment.co.nz to request an Information Kete. Remuneration: $120,000–$135,000 per annum + company vehicle.
Applications close Monday 5 October at 5.00pm.
