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EL1 - VIP/Priority IT Services Manager

3 months ago

Canberra, ACT, Australia Australian Department of Infrastructure and Regional Development Full time
Career Opportunities: EL1 - VIP/Priority IT Services Manager

Requisition ID 45280 - Posted - $118,176 - $134,426 - Location of Position (1) - Ongoing/Non-Ongoing - Full Time - Position Classification(s) (1)

Business Division:

Information Technology

Branch / Section:

IT Services, End User Support

Location:

This role may require some in-office attendance due to operational needs or the inherent requirements of the role. Please reach out to the contact person for the job advertisement to discuss if alternate locations to the one specified in the advertisement are available for this opportunity.

Security Clearance:

Negative Vetting 1

Job Reference No:

45280

Contact Officer:

Rod Preece on or

Closing Date:

Our Department Values

Our values set the direction for what it means to work in our department. They inform the standard and expectations of behaviours, skills and capabilities and the attributes we currently have, will continually work to achieve and develop, and that we use to acknowledge and attract, retain and recruit into our department.

The department supports workplace diversity and values the contribution of people from diverse backgrounds. We encourage applications from Aboriginal and/or Torres Strait Islander peoples, people with disability, people with cultural and linguistic diversity, and LGBTIQ people. The department is committed to achieving gender equality and, in particular, supporting women's progression into senior leadership.

A little bit about us

The Information Services Branch (ISB) delivers trusted information technology and communication services to the Department and portfolio agencies to support to the department's strategic activities at all levels internally, externally and internationally.

The Branch is currently working towards ensuring our IT Service Delivery teams are equipped for efficient and effective execution of assigned processes to meet our stakeholder's expectations.

The End User Support section is responsible for the day to day management and support of the Departments' IT Services. This includes aiding in the resolution of IT issues and fulfilment of IT Service requests, delivery of dedicated VIP/Priority IT Support and management of the IT Governance processes. Through quality assurance and standardised processes, we maintain client services and minimise risk to the Departments ICT applications and services by applying sound governance.

The opportunity we have available

The VIP/Priority IT Support Manager is a key leadership role within the Information Services Branch (ISB), leading the department's VIP/Priority IT Support service offering by establishing and maintaining critical relationships with the department's VIP stakeholders which include Government Ministers within the department's ministerial portfolio, their support staff and electorate offices as well as the Senior Executives.

A merit pool may be established for a period of 18 months from the date of this advertisement as a result of the selection process.

What will you do?

VIP/Priority IT Support delivery is fast-paced and outcome driven. The VIP/Priority Services Manager will develop and maintain cohesive service delivery mechanisms and establish a culture of superior customer service delivery and continuous improvement to meet the needs of the department's most important stakeholders. You will plan, implement and review IT processes in order to meet demanding customer requirements.

The VIP/Priority IT Services Manager will use their initiative and experience to analyse, review and adjust priorities and work activities of the VIP/Priority IT Support team to meet business outcomes.

The VIP/Priority IT Services Manager reports to the Director, End user Support, and is directly responsible for:

  • The operation of the VIP/Priority IT Support service offering to the department's VIP stakeholders, including the operation of the VIP/Priority IT Support Team and managing the relationship with Information Services Branch's onsite service delivery business partners.
  • Collaborate with Information Services Branch teams to coordinate the department's IT Support offering at Ministerial stakeholder locations including Parliament House and ministerial and electorate offices across Australia.
  • Providing a direct escalation point for VIP stakeholder incidents and problems, including after-hours support escalations and responding to business interruptions.
  • Executing urgent ad-hoc procurement to meet VIP stakeholder operational requirements.
  • Building and cultivating effective and constructive relationships with VIP stakeholders, including Senior Executive, Ministerial offices and corporate partners and vendors.

Who are we looking for?

The Department of Infrastructure, Transport, Regional Development, Communications and the Arts welcomes applications from Aboriginal and Torres Strait Islander people, mature age people, people from diverse backgrounds and people with disability.

We are seeking candidates that can bring their diverse client relations and customer service experience to a high-pressure IT service delivery environment to meet the needs of our Ministerial and Senior Executive stakeholders. The successful candidate will be required to demonstrate strong leadership skills at the executive level to guide the VIP/Priority IT Support team to work collaboratively to achieve the strategic objectives of the Information Services Branch and the Department.

You will show initiative, sound judgement, integrity and personal drive. You work effectively under pressure and in a changing environment to deliver high-quality advice and outcomes. You will understand, respect and safeguard the operations of Ministerial Stakeholders. You have a strong commitment to motivating staff at all levels to bring their best and whole self to their role, while supporting their professional development.

Specific requirements of the role:

  • A comprehensive understanding of Government operations including the operations of Ministerial Offices and associated Parliamentary functions and processes.
  • Exhibit an understanding and respect to safeguard the operations of the Department's Ministerial and Senior Executive Stakeholders.
  • Be a skilled communicator with the ability to explain complex technical concepts to a wide range of audiences with varying needs including Ministerial stakeholders, the Senior Executive Service, business stakeholders and external parties.
  • Demonstrate excellent influencing, negotiation and engagement skills and experience in developing effective networks and building strong relationships with stakeholders.
  • Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
  • Showcase confident leadership skills drawing on relevant experience across a broad range of project and administrative matters.
  • Be highly motivated and capable of working in a fluid and evolving environment, with a track record of achieving results.
  • Demonstrate sound leadership qualities by taking ownership of tasks and being accountable for the outcomes delivered by the VIP/Priority IT Support team.
  • Display sound judgement and personal drive with the ability to think on your feet.
  • Work effectively under pressure and in a changing environment to deliver high-quality advice and outcomes.
  • Develop and maintain an understanding IT service delivery frameworks and practices including ITSM/ITIL, Incident Management, Release and Change Management.
  • Experience with managing multi-site support teams, fostering a culture of collaboration and focus on process is essential.

The successful candidates will be expected to perform these duties in alignment with the Australian Public Service (APS) Work Level Standards at the Executive Level 1 classification.

What else can we offer?

We are dedicated to fostering personal and professional development, empowering individuals to set goals, acquire new skills, and cultivate unique qualities that define who they are. We believe that this not only leads to a more fulfilling and happier life but also enhances the overall quality of our work. Some of the benefits we offer include:

Attractive employment conditions, including a 15.4% employer contribution to superannuation, 150 hours of paid annual leave per year for full-time employees and an annual closedown period (Christmas/New Year).

We offer generous leave entitlements of 20 days personal circumstances leave per year, with one month's accrual of leave credited on commencement and 150 hours of paid annual leave (based on a full-time employee), plus a range of other miscellaneous leave options to support you.

Access to our study Assistance Program that provides paid leave and financial support for you to undertake courses of study that contribute to the improvements of your professional skills and knowledge relevant to our work and broader Australian Public Service.

Through our investment in learning and development opportunities, and a positive performance culture, we provide diverse career pathways for our people to enable their mobility and adapt in a rapidly changing world.

Improve your leadership skills, through the department's Professional Coaching Scheme and tailored leadership opportunities for staff members.

Flexible working opportunities, including home-based work.

Join our department and embark on a journey of growth, fulfillment, and well-being. Experience personal and professional development, prioritise your health, and be part of a vibrant and positive culture that empowers individuals and drives exceptional performance.

Find your purpose.

We provide the environment you need through excellent conditions and a supportive, values-driven culture, allowing you to keep being you.

Our values are to be: respectful, informed, collaborative, adaptive, accountable. Through our commitment to these values, we maintain a fulfilling and supportive environment that promotes the wellbeing of our people.

We offer job security, flexible work arrangements, regional and city work locations, generous leave and superannuation entitlements and access to higher tiered pay points in some classifications.

Access to join our 6 staff-led diversity networks which promote a culture of inclusion to enhance work performance and the wellbeing of all staff.

Your contribution

Our collaborative and supportive culture fosters high performing teams where you are valued for your expertise, experiences and point of view.

We provide the environment you need through excellent conditions and a supportive, values-driven culture, allowing you to keep being you.

We provide a respectful and inclusive working environment.

Our people feel a sense of belonging and are acknowledged for the contributions they make towards our objectives to deliver for the Australian community.

Commence or enhance your career pathway and build your knowledge, skills and experience through our commitment to learning and development and professional opportunities.

Through our investment in learning and development opportunities, and a positive performance culture, we provide diverse career pathways for our people to enable their mobility and adapt in a rapidly changing world.

We offer generous leave and superannuation entitlements and access to higher tiered pay points in some classifications.

Our breadth of work provides unmatched opportunities to apply your subject matter expertise while discovering new interests across our diverse portfolio.

You can contribute to work that enriches our communities, empowers our regions, and connects Australians.

We offer you the unique opportunity to experience a range of exciting work areas, all with one thing in common – improving the lives of everyday Australians.

Help plan for the global digital economy, design liveable future-facing cities, or create the transport and telecommunications systems of tomorrow. You can also help empower our regional communities, promote our thriving arts sector, or protect and celebrate the culture, heritage and languages of First Nations people.

We have a direct role in ensuring our infrastructure, communication and transport sectors remain efficient, safe, sustainable and accessible in today's rapidly changing environment.

Eligibility requirements

Employment with the Department of Infrastructure, Transport, Regional Development, Communications and the Arts is subject to conditions prescribed within the Public Service Act 1999 including:

Citizenship: To be eligible for employment with the Department of Infrastructure, Transport, Regional Development, Communications and the Arts applicants must be an Australian citizen.

Health Assessment: The preferred applicant may be required to undergo a medical examination conducted by the department's preferred medical provider.

Security Clearance: The successful candidate must be able to obtain and/or maintain a security clearance at Negative Vetting 1 Level. You must be willing to disclose all relevant and required information. You must have lived in Australia, or have a checkable background, for at least the preceding five years for Baseline Vetting clearances. More information on the security clearance vetting process is available on the Australian Government Security Vetting Agency (AGSVA) website .

Qualifications: Desirable experience or qualifications:

An ITIL foundation or similar certification / experience

Experience in an IT Governance.

Experience working in the IT industry

Tertiary or vocational qualification in an IT discipline or related field.

How to apply

Applications for this opportunity close at 11:59pm AEST Sunday 16 June 2024.

In applying for this position, you are not required to address individual selection criteria. Rather, you should provide a statement of no more than 1 page, outlining your background, capabilities and experiences, and how these align with the advertised role. You should also provide a CV, no more than 3 pages. The capabilities and behaviours required to be successful for this role are identified in the 'Who are we looking for' section.

Your application will be assessed against the requirements of the job. Once the entire applicant pool has been assessed, the panel will create a shortlist of applicants. If your application is shortlisted, you may be asked to undertake further assessment, this may include work sample testing, interviews, and reference checks.

Your application should be received through the department's online recruitment system. Applications via Indeed will not be accepted.

If you experience any issues with the system please contact the recruitment team on or via email at to discuss an alternative way to submit your application.

Please advise the contact officer if you require reasonable adjustments throughout the recruitment process. The department is committed to the accessibility of our systems. If you identify as someone with disability and you require accessibility assistance or more information, please email

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