Management (Manufacturing, Transport & Logistics)Ki te ora te wai, ka ora te whenua, ka ora te tangataWhen the water is healthy, the land and the people are healthyWatercare is the largest water and wastewater utility in New Zealand providing more than 400 million litres of water to Auckland every day. Now is an exciting time to join Watercare, we're planning to spend $18.5 billion over the next 20 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $2.5 million every day.It doesn't just stop there; we ensure that sustainability lies at the heart of everything that we do to help protect our water resources for future generations. This means that we are continuously focused on how we can reduce our carbon footprint with initiatives like solar panels, electric cars, revegetation programmes and much, much more. We really are a company that wants to make a positive difference.Reporting to the Head of Operations Support, the Nerve Centre Manager is responsible for overseeing the efficient operation of the Nerve Centre, ensuring smooth coordination and communication among various departments, and managing resources to optimise performance and response times.Watercare's Nerve Centre incorporates a fault call centre where customers can report issues such as water leaks, wastewater overflows, pressure problems, and service outages. This centre is the front line for receiving and managing customer fault complaints and queries.The customer liaison team also works under the Nerve Centre Manager and its role is to engage with customers face-to-face to offer guidance and complex issue resolution.The key responsibilities of the Nerve Centre Manager will include:Provide leadership and direction to the nerve centre, faults & customer liaison teams, fostering a culture of collaboration, accountability, and continuous improvement.Establish and enforce standard operating procedures (SOPs) for communications, faults and nerve centre operations, ensuring compliance with industry regulations and best practices.Monitoring and managing the city's water treatment plants, wastewater systems, reservoirs, and pipelines. This includes real-time (SCADA) management of water distribution, pressure levels, and demand responses, ensuring there are no disruptions in supply or treatment.Identify potential risks and vulnerabilities and develop mitigation strategies to minimise impact.Lead incident response efforts during emergencies or crises, coordinating with relevant stakeholders and implementing contingency plans as necessary.Evaluate performance metrics and KPIs to identify areas for improvement and implement process enhancements to increase efficiency and effectiveness.Facilitate regular training and exercises to test capabilities and enhance staff readiness for emergencies.To be successful in this role, you will demonstrate:An equivalent tertiary degree in a relevant field such as emergency management, business administration, or information technology.Proven experience in a leadership or management role, preferably in a nerve centre or similar operational environment.Strong understanding of nerve centre operations, SCADA, including incident management, resource allocation, and communication protocols.Experience in using computerized database systems.Excellent interpersonal and communication skills, with the ability to effectively collaborate with internal and external stakeholders at all levels.Ability to remain calm and make sound decisions under pressure during emergencies or critical incidents.We offer a competitive salary and staff benefits package including:Training and development opportunities.Life and income protection insurance plans.Generous parental leave.Employee discounts at a range of large retailers.Me pehea te tono mai | How to ApplyCome and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today - www.careers.watercare.co.nz.
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