IT Service Management Lead

2 weeks ago

Melbourne, Victoria, Australia Yarra City Council Full time
applicable for full time 38 hours per week only) Supportive and Friendly team environment where we value growth and development Hybrid/flexible working arrangements and an emphasis on work/life balance Work in a dynamic and collaborative environment.

The Municipality is committed to efficiently and effectively servicing the community to the highest standards, protecting, enhancing, and developing the City's physical and social environment and building the population and business base. A major imperative of the Organisation is the introduction of a best value framework with an emphasis on customer service and continuous improvement.

The IT Service Management Lead plays a pivotal role in driving organisational success by ensuring that IT services are aligned with business goals and delivered with the highest level of quality and efficiency. You will provide leadership and guidance across the organisation service management best practices to ensure effective, reliable, and efficient IT Services are delivered.

Key Responsibilities

Lead and support the ongoing establishment of a ITIL service operations capability. Develop and implement IT Service Management systems and processes based on industry best practice. Ensure compliance with best practices and standards across the organisation. Regularly review and update processes to align with changing business needs and technology trends. Collaborate with various IT teams to ensure seamless integration of ITIL processes into daily operations. Act as a point of escalation for complex incidents and problems, working closely with technical teams to ensure timely resolution. Conduct root cause analysis and implement corrective actions to prevent recurring Responsibility for ensuring both service levels and operational metrics are being monitored effectively, Service levels are being met and taking proactive actions to remediate and implement corrective or improvement. Responsibility to ensure support procedures and work instructions are maintained and lead the development of any new procedures where required. Provide advice and expertise on IT Service Management activities in context of the Service Management Tools in use. Ability to express complex concepts, issues and ideas into various media including proposals, presentations, documentation, operating models and process designs. Experience in service management process design and implementation. Conduct training sessions for IT staff to ensure understanding and adherence to ITIL processes. Implement monitoring mechanisms to track the effectiveness of ITIL processes. Adapt to evolving workplace demands by engaging in other tasks and functions as required for the seamless operation of the organisation. Embrace additional assignments and support various departmental needs as they arise, showcasing adaptability and a commitment to the organisation's success.

Qualifications & Experience

Degree or Diploma with relevant experience plus post graduate qualifications or qualifications/experience in another field or lesser formal qualifications with extensive and diverse experience, or intensive specialist experience in Business Analytics, Information Technology, Project Management, or related discipline. Minimum 3 years' experience in service management. ITIL certification required.

Yarra City Council is dynamic Organisation. We pride ourselves on our inclusive culture. We aim to make a positive difference in people's lives.

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