Service Delivery Network Lead

He angituutanga: The opportunity 

As our Service Delivery Network Lead, you’ll work alongside the Customer Service Delivery Manager to lead a passionate team dedicated to providing an outstanding customer experience across a wide range of council services.

This role is based within our 24/7, 365‑day Contact Centre, where we respond to customer needs around the clock. You’ll help lead a team that operates across day, evening, overnight, weekend, and public holiday shifts to ensure our community always has access to the support they need. Flexibility and comfort working in a continuously operating environment are essential, as is your ability to maintain steady, visible leadership no matter when support is required.

Your mission is to build and grow a high‑performing team that is empowered to deliver great first‑contact resolutions. You’ll ensure service levels are met through motivated, skilled staff who share your commitment to doing the best for our community.

In this fast‑paced environment, you’ll role model exceptional customer service, demonstrate steady leadership, and respond with agility to the dynamic needs of our customers. You will remain calm, empathetic, and decisive when handling escalations, ensuring your presence brings stability, clarity, and confidence to the team. As a visible and engaging leader, you’ll bring energy to the floor, foster strong team connections, and collaborate thoughtfully when making decisions that affect your people.

Key Responsibilities

• Act as the first point of escalation for daily customer concerns or complaints, providing steady, empathetic leadership.
• Provide hands-on support and guidance to the team during day-to-day operations.
• Support the team in the After-Hours space in an on-call capacity (rostered support).
• Collaborate with the Operations Manager to develop achievable service levels that enhance the customer experience.
• Work with the Service Delivery Lead to coach and develop staff across the Municipal Building and Aquatics areas.
• Manage scheduling and rostering to ensure appropriate resourcing across all service channels.
• Champion and promote our vision, mission, and values, maintaining a strong presence and high engagement within the team.
• Ensure accuracy and consistency in customer interactions, following established processes and our customer promise.
• Maintain strong performance and quality frameworks—setting expectations, monitoring progress, and guiding improvement.
• Provide meaningful feedback, identify training needs, and support ongoing staff development.
• Build strong, collaborative relationships with internal business units, partner teams, and external stakeholders.
• Encourage continuous improvement initiatives that drive efficiency and enhance customer experience.
• Grow and maintain high levels of team engagement, fostering a connected and motivated work environment.

You’ll be part of a team that values collaboration, innovation, and making a positive impact for Hamiltonians. We offer a supportive environment where your leadership will help shape the future of customer service in local government.

Qualifications

Oo puumanawa me oo wheako | Your skills and experience

• A proven ability to think creatively, act with integrity, collaborate effectively, and deliver results.
• Strong interpersonal skills with the ability to build relationships and work confidently with staff and stakeholders at all levels.
• Exceptional customer service expertise, with the ability to empathize and understand the customer perspective.
• 3–5 years’ experience in a Contact Centre or customer experience/service environment, including at least 2 years in a leadership or supervisory role managing teams and performance.
• Demonstrated ability to provide empathetic, patient, and attentive service.
• Excellent time management and organizational skills.
• Strong problem-solving capability, able to address issues quickly and find practical solutions within a call centre environment.
• Ability to learn and champion new technologies and processes, driving adoption within the team.
• Proven coaching and mentoring skills to develop and empower team members.
• Experience in local government (preferred, but not essential).

Additional Information

He aha te wariu o te utu kaimahi? | What’s the salary?

Circa $80,000 dependent on skills and experience.

Me Tono Inaaianei!: Apply Now! 

• View the Position Description
• Click apply
• ​Complete your application.

If you wish to include a cover letter with your application, please combine this in the same file as your resume and upload as a PDF file. Alternatively, you can use the 'Write a message to the Hiring Team' text box.

Applications close on the: 18/03/2026 

Council is committed to honouring the principles of Te Tiriti o Waitangi/Treaty of Waitangi through its relationship with Kiingitanga, Waikato Tainui, mana whenua and maataa waka within Hamilton Kirikiriroa.

All candidates will be notified of the outcome on their application via email. Short-listed candidates will be required to complete an interview process, reference checks and a criminal check. Further background checking will be required when relevant to the role. View more information about these checks, our commitment to the Privacy act and details for international applicants by clicking here

It is important to us that we support you throughout our selection process (interview and assessments). If you have any access needs during this process, let us know in advance so we can make sure these are met.

As a council, we believe in creating a welcoming environment where everyone feels valued and belongs. We value inclusiveness (Kotahitanga) – we respect and value the unique perspectives, experiences, and talents that everyone brings.

This role is being sourced directly. If/where Hamilton City Council requires the support of a recruitment agency, we will seek this support from our panel of selected agencies. Hamilton City Council will not be responsible for, and will not pay, any commissions, fees or other payments related to unsolicited contact.