Director – National Services

About the role

Kāinga Ora is creating a new Customer and Operations Group to unify place‑based and national delivery. As Director – National Services you will lead the national enabling operations that support frontline delivery, driving productivity, quality and resilience across the organisation.

Key responsibilities

• Oversee national services including Asset & Maintenance, Supported Housing, Practice & Customer Contact, Health, Safety & Organisational Resilience.
• Lead transformation initiatives aligned with the 2026 strategy, improving operational performance and consistency.
• Design and provide guidance, intelligence, training and tools to strengthen regional capability.
• Manage emergency readiness, business continuity and strategic risk to protect service continuity.
• Ensure compliance with legal and policy requirements.
• Build high‑trust partnerships with iwi, Māori organisations, government, NGOs and community housing providers.
• Chair the Customer and Community Ngā Pae Tātaki to shape strategies and policies for customer and community delivery.

Required profile

• Proven senior leader with experience managing large, multi‑functional teams in a public‑sector context.
• Track record of delivering operational excellence and improved customer outcomes.
• Deep understanding of customer‑centred service design and system‑level change.
• Strong background in risk management, business continuity and emergency response planning.
• Collaborative leadership style that can mobilise teams through complexity.
• Demonstrated ability to build high‑trust partnerships with iwi and Māori organisations.
• Resilience and self‑awareness in regulated, high‑accountability environments; relevant tertiary qualification preferred.

Required skills