Ict Service Management Specialist

1 week ago

Melbourne City Centre, Victoria, Australia Victoria Police Full time

About the role:


The ICT Service Management Specialist - Disaster Recovery & Major Incident Management position is a Melbourne CBD based role within Process Excellence Team reporting to the Process Owner - Major Incident, Problem and Disaster Recovery Management.

In this role you will be responsible for ensuring that all critical Incidents and DR exercises are carefully managed, collaborating and coordinating across technical teams to ensure customer expectations are met, and information needs of decision makers are achieved, whilst enhancing our reputation, delivering value, innovating, and ensuring the supportability and reliability of the services.

This role is truly challenging, requiring resilience, flexibility, and responsiveness. You will work closely with various stakeholders internal and external, across a number of technologies in a multi-vendor environment. Additionally, you will be responsible for maintenance and uplift of the relevant process documentation.

The role sits within the Service Integration and Management team of Victoria Police's Information, Communication & Digital Technology (ICDT) Division.

ICDT exists to deliver the Technology Products and Services that Victoria Police rely on all day, every day.
Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

Your duties will include:


This critical and highly impactful role within Victoria Police will focus on providing an exceptional and professional customer experience for all Victoria Police staff.

As the ICT Service Management Specialist - Disaster Recovery & Major Incident Management, you will be responsible for:

  • Establishing and maintaining the overall plans for executing all DR procedures and understand their interdependencies.
  • Ensuring new and existing services have consistent Major Incident, Problem Management, and DR practices in alignment with policy.
  • Working with internal and external stakeholders to ensure that the DR solutions are adequate, in place, maintained and tested regularly as part of the operational lifecycle.
  • Acting as an SME for Disaster Recovery Management.
  • Leading the coordination of restoration of Major Incidents impacting the users in a multivendor environment.
  • Assisting with root cause investigation and ongoing improvements for incident management.
For detailed roles and responsibilities, please see attached role statement

As the successful applicant, you will have:

  • Hold an Information Technology, Business, or related degree
  • More than 8 years of professional experience in IT Service Management
  • ITIL V3 or V4 Foundations certification
  • Demonstrated strong customer focus and service delivery experience
  • Proven experience in successfully managing Major Incidents and IT Disaster Recovery scenarios
  • Strong communication, facilitation, elicitation, influencing and negotiation skills.
  • Able to engage and effectively collaborate with stakeholders across all levels within the organisation.
  • Hands on experience in process design and mapping using software such as MS Visio etc.

Requirements and relevant information:

  • One (1) x fulltime, ongoing position available.
  • This position is located at Victoria Police Centre, 311 Spencer Street, Docklands.
  • This position may be required to be on standby/recall outside the ordinary hours of duty.
  • The successful applicant will be required to undergo National Security Vetting, achieve and maintain a security classification as determined by the Department Head. To achieve this, applicants must be an Australian Citizen or Permanent Resident.
  • The successful applicant will be required to undergo preemployment checks which may include fingerprint checks and misconduct screening.
  • Resume
Applications close midnight, Sunday 12 February 2023.


They will be the contact point for any queries related as the hiring manager (Praneeth Pally) is currently on leave.


About Us:


Victoria Police has a dedicated workforce of more than 22,000 employees consisting of police, protective services officers, police custody officers, and public service staff.

Each employee plays a vital role in providing the 24/7, 365 days a year emergency response and public safety capability the organisation delivers to its community.

As a Victoria Police employee, you have a dedication and commitment to community safety.

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