Manager, Service Management
2 weeks ago
Select how often (in days) to receive an alert: Create Alert
Job Function: Information and Communications Technology
Job Requisition ID: 1575
About Triple Zero Victoria
Triple Zero Victoria (000VIC) provides the critical link between the Victorian community and the state's emergency services agencies. It provides Victoria's 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.
This integration of emergency services communications within 000VIC is unique in Australia and rare worldwide. The team at 000VIC is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.
About the RoleThe Manager, Service Management is a key and active participant of the Emergency Communications Information Services (ECIS) team.
The goal of the function is to provide reliable, end-to-end delivery and governance of ICT Service Management processes enabling Emergency Communications Information Services (ECIS) to deliver consistent and desired support to the business with minimal disruption.
The Manager, Service Management will be accountable:
1. To influence, implement, manage, measure, and improve ICT Service Management processes and procedures, tools and techniques for monitoring and managing the performance of systems and services to ensure optimal business outcomes for 000Vic.
2. To ensure that appropriate service levels and service quality measures are developed and reported across ECIS that meet customer expectations and support the levels of service and integrity required by 000Vic and in consultation with relevant internal/external stakeholders.
As part of the ECIS team you may be required to travel or transfer between your primary work location and other 000Vic sites to effectively carry out your duties. Normal working hours are 38 hours per week between 7am and 7pm, Monday to Friday. You may be required to work reasonable overtime and will be rostered on call to support incident management.
Day to day responsibilities include:
• Manage end to end ITIL processes and uplift ITSM maturity based on industry best practices, related to Incident, Problem, Change, Service Catalogue, Requests and Service Level Agreements
• Oversee ICT Asset Management and Configuration Management Database (CMDB) to ensure assets and configuration items are managed effectively and in line with our policies and procedures
• Ensure the technology teams comply with ITIL processes and policies, provide oversight to ensure effective governance.
• Oversee the maintenance of the ECIS Service and Product Catalogues, ensuring that products and services are accurate, relevant and align with the needs of the customer.
• Prepare reports, analysing and presenting data along with appropriate recommendations for service delivery improvements.
As the Manager, Service Management, you will ideally have a tertiary qualification in ICT related studies or related discipline and substantial experience in Service Management.
• Strong interpersonal skills and the ability to work with a wide range of stakeholders
• Experience working with third parties in the delivery of working products.
• Experience in designing, implementing, and managing Service Management processes.
• Solution and/or process experience with one more of the following: ICT Operations Management (ITOM), IT Service Management (ITSM); ICT Request Management.
You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:
- Employee assistance program for employees and eligible family members
- Discounted health insurance, banking services and gym membership
- 'Memberlink' discount card, accepted by 1,000's of retailers and services providers
- Free staff parking at all our sites
- Salary packaging options after an initial service period
Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, diasability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.
How to ApplyClick the 'Apply' button which will direct you to the 000VIC Careers Portal. From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.
Please note: all applications must be submitted via our 000VIC Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.
Recruitment agency applications will not be accepted.
Applications must be submitted by 11.59pm, Sunday 23 June 2024
Other Relevant InformationApplicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.
Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.
If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Talent team via .
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