Relationship Manager

• Shape how enabling services are experienced by users across the Auckland Council Group
• Build trusted relationships with senior stakeholders and customer groups
• Influence and monitor service quality, performance, and continuous improvement

He angitūtanga: The opportunity

As part of the Auckland Council Group, you'll be joining Group Shared Services (GSS) as a Relationship Manager and play a pivotal role in shaping how services are experienced across the Auckland Council Group. Acting as a trusted partner to customer groups and stakeholders, you'll strengthen connections between GSS and its stakeholders and customers, helping to ensure services are delivered with clarity, consistency, and reliability. This is a highly visible role that sits at the intersection of people, performance, and service quality — ideal for someone who enjoys building trust, influencing outcomes, and making complex environments work better for everyone.

You'll provide a single, coherent view of stakeholder sentiment, service performance, and emerging risks across GSS operations and change initiatives. You'll support governance by developing and assessing performance against SLAs and commitments, guide the resolution of escalated issues with fairness and professionalism, and turn feedback and data into practical improvements. Working closely with cross-functional teams, you'll help drive continuous, end-to-end service enhancement while safeguarding strong relationships and positive outcomes for both customers and staff.

He kōrero mōu: About you

We’re looking for an experienced relationship professional who understands what great service delivery looks like — and how to hold it to account. You’ll bring proven experience in relationship management within environments that rely on strong service governance, SLAs, and compliance frameworks. Ideally, you’ve worked in shared services, service delivery, or performance management settings where balancing customer expectations with operational realities is part of everyday work. You’re confident interpreting service metrics, performance data, and customer insights, and can translate these into clear narratives and practical actions.

You’ll be a skilled communicator and negotiator, comfortable setting expectations and having robust conversations when performance needs to improve. With the ability to navigate complex stakeholder landscapes and build credibility – a solid understanding of customer service systems, leadership practice, service provision, and contract compliance will mean you can operate effectively across governance and operational forums. Above all, you bring sound judgement, resilience, and a collaborative mindset to strengthen relationships while driving continuous improvement.

Ngā āhuatanga kei a mātou: What we offer

This is a great opportunity to step into a role where you can shape how services are experienced across the organisation and build trusted partnerships at a strategic level. You’ll gain exposure to senior stakeholders, complex service environments, and organisation-wide initiatives, while making a tangible impact.

We offer flexible working, a focus on well-being, and a culture of continuous improvement. Auckland Council is committed to diversity, equity, and inclusion—creating a workplace where everyone can thrive.

The full position description can be viewed here.

Applications close Wednesday, 18th March 2026

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.