ICT Manager- Service Delivery

1 week ago

Brisbane, Queensland, Australia ROYAL FLYING DOCTOR SERVICE Full time

ICT Manager- Service Delivery & Operations

Ensure effective management and coordination of our team, products, and processes to provide high-quality and responsive ICT support services.

Classifications

  • IT & Telecomms
  • Management
  • Permanent / Full Time

Key points

  • Permanent full-time position based in Brisbane
  • Hybrid working arrangements
  • Join our team We are passionate about our purpose and proud of our contribution

Description

As the Royal Flying Doctor Service (RFDS) Digital and Technology team expands and innovates, we are currently searching for an experienced leader to oversee technology and application services, networks, and infrastructure across multiple RFDS business units and systems. The RFDS (Queensland Section) and RFDS (South Eastern Section) collaborate to offer shared D&T support and maintenance services. A unified team across both sections works together as a Shared Service to provide top-notch services to both organisations by utilising our combined expertise.

In this newly established role, the Service Delivery and Operations Manager will play a crucial part in the Digital & Technology team, reporting directly to the EGM Digital and Technology, ensuring the management and coordination of people, products, third parties, and processes to guarantee the responsiveness and quality of our support services.

In this role, you will be providing strong and effective values-based leadership to a team of approximately 20 professionals, fostering a culture of accountability, ownership, and continuous improvement within the support functions across the service desk, infrastructure and operations, business applications, and security areas. In addition, you will;

  • Establish and maintain strong relationships with internal and external stakeholders including vendors and outsourced services to ensure priorities, vision and roadmaps are aligned
  • Lead and develop the team to deliver exceptional customer service and technical support to all RFDS staff
  • Oversee the administration, maintenance, and optimisation of our internal IT systems, applications and infrastructure
  • Analyse the organisation's needs to supply and develop fit for purpose technology solutions and equipment
  • Develop IT strategic plans in line with business goals and objectives
  • Lead a continuous improvement culture to improve cost efficiencies in technology and service delivery
  • Contribute to the development of the annual budget and manage and monitor spend in delegated areas including staff, contracts/licenses and IT equipment


The Service Delivery and Operations Manager is a permanent full-time position based in Brisbane. The RFDS Digital & Technology team offers hybrid working arrangements with a mixture of home and office work.

Who are we looking for?

In addition to your formal qualifications in Computer Science, Information Technology, Engineering, Technical Management (or a closely related field) you will demonstrate a collaborative leadership style that is people-centred, strategic, and oriented towards growth. You will also demonstrate-

  • Experience implementing and aligning with ITIL service management frameworks (Certification highly desirable)
  • The ability to engage with a diverse range of business stakeholders across multiple lines of business and cohorts
  • A thorough knowledge of the common policy and procedural requirements for the effective operation of an IT support function including: Incident, Problem, Asset and IT Change Management
  • Complex problem-solving skills and the ability to explain technical issues and solutions in simple easy to understand language
  • Technology domain and architecture design experience (including Microsoft O365 and Azure)
  • Experience in managing technical and business resources including system engineers, systems administrators, service desk and technical support officers
  • Extensive experience in ICT Change Management
  • Working knowledge of the software development lifecycle
  • Working experience implementing and supporting cybersecurity platforms and technologies
  • Ability for some work outside of standard hours (may be required)
  • Ability to take on-call responsibilities when required

Why work for us?

As a member of this team, you will be instrumental in developing and delivering efficient and effective RFDS capabilities. As a leader, you will play a key role in helping us grow into our 100th year of service to the people of Queensland. You will work with people who are passionate about our purpose and proud of their contribution. You will also have access to-

  • Attractive remuneration package + Super
  • Access to generous not-for-profit tax-free benefits up to $18,550, increasing your take-home pay
  • FREE onsite parking
  • Comprehensive orientation program including an inspiring tour of our facilities and operations
  • Employee Assistance Program - advice for staff and their families (support, nutrition & financial)
  • Private health insurance discounts
  • Novated leasing available
  • Access to a full allocation of a newly launched uniform range at no cost

Interested?

Apply Now If you have any questions, please do not hesitate to contact Yasmine Haimes (Talent Acquisition Lead) on or

This role will close on the 7th of June 2024 however, shortlisting will begin before this date. Please do not delay in applying

About RFDS (Queensland Section)

The Royal Flying Doctor Service is one of the world's largest and most comprehensive aeromedical organisations. The RFDS in Queensland provides excellence in and access to primary health care and aeromedical services across the state. Our emergency retrieval service operates 24 hours a day, seven days a week, delivering the finest care to more than 330,000 Australians each year, that's one person every two minutes In addition to aeromedical retrievals of the critically ill or injured, the RFDS also delivers a broad range of essential primary and preventative healthcare services, including telehealth, mental health, oral health and health promotion.

Royal Flying Doctor Service acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the Traditional Custodians of the land. The RFDS is committed to eliminating all forms of discrimination in the provision of healthcare. We embrace diversity and welcome all people irrespective of faith, ethnicity, sexual orientation or gender identity.

There will be a mandatory requirement to undergo a criminal history check and maintain a driver's licence. In addition, there may be a requirement to undergo a pre-employment medical assessment. This role will also require you to undertake intermittent overnight travel within Queensland & New South Wales.

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