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Itil Service Delivery Manager
3 months ago
Job Details:
Job Title:
ITIL Service Delivery Manager
Employment Type:
Ongoing
Classification:
PSL 6
Closing Date: 11:30pm AEDT, Thursday, 30 March 2023
The Opportunity:
- The Department of Parliamentary Services (DPS) is recruiting for a PSL 6 ITIL Service Delivery Manager within the Digital Customer Services Branch.
- The Digital Customer Services Branch provides key operational support services as well as the management and maintenance of IT systems supporting the functioning of the parliament and electoral offices across the country. The branch is made up of four main operating areas which report to the Assistant Secretary. The key responsibilities of each area are represented by Enterprise Architecture, Technology Platforms, Applications Delivery and Operations and ICT Service Delivery.
- The ICT Service Desk serves as a contact point for all ICT issues and requests in Parliament House and electorate offices and provides ICT support services to parliamentarians and staff, and the parliamentary departments. The ICT Service Desk Manager leads a team of 810 Service Desk Analysts and is responsible for managing the operations of the ICT Service Desk with a focus on service delivery and client satisfaction. The role is actively involved in the daytoday activities of the team, with direct accountability for service desk performance.
- The Incident Manager works closely with the ICT Service Desk to identify major incidents, capture and analyse information and escalate to the appropriate resolver team. The Incident Manager may also work closely with resolver teams to assist in managing incidents. The Incident Manager is responsible for ensuring that incident resolution is being progressed and stakeholders are kept informed. The Change Manager facilitates the recording, assessment and approval of changes in the ICT environment. They are responsible for organising the weekly Change Advisory Board approvals and liaising with Change Owners and CAB Members to sure the timely approval of changes prior to implementation.
Who we are looking for:
- The successful applicant will have experience in providing and managing ICT support services, knowledge of best practice ITIL based processes including incident and change management, and the ability to lead and manage a team of ICT service desk staff to provide a high level of customer service and support. They will also have experience in, or the ability to write, maintain and follow procedural documentation.
Job Specific Requirements:
- The successful applicant will be required to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.
Duty Statement:
Classification:
PSL 6
Branch:
Digital Customer Services Branch
Section:
ICT Service Delivery
Immediate supervisor:
Assistant Director, 2020 Service Desk
- Under limited/general direction undertake duties in accordance with the agreed standards for the PSL 6 classification.
- Manage the ICT Service Desk which provides first level support for information technology to clients in Parliament House and electorate offices.
- Manage the Incident Management process, and manage major incidents through to resolution.
- Manage the Change Management process, and facilitate the Change Advisory Board.
- Respond to requests from clients and manage complex requests and high priority requests from parliamentarians.
- Produce performance statistics and report to the executive. Analyse reports and identify ways of improving performance to ensure performance goals are met or exceeded.
- Undertake other tasks as necessary to ensure the efficient and cost effective delivery of products and services provided by DPS goals are met or exceeded.
- Employees of DPS are required to be able, and to be seen to be able, to provide professional advice and services to all Senators and Members without favour or prejudice._
How to apply:
- Please upload a pitch (750 words maximum) describing how your skills and experience would contribute to the role and work of the department.
- Your pitch is an opportunity to tell us why you want to work at DPS, why you are interested in the role and what you can offer in the role. Frame your pitch around the role description and relevant ILS Profile. Make sure to use relevant examples and accomplishments that demonstrate your ability to perform the role.
Our purpose and values:
- We proudly provide innovative, unified, and clientfocused services to the Australian Parliament and parliamentarians. We are a values driven department, placing our values at the heart of everything we do; from our service offerings and decision making to our interactions with stakeholders and each other.
- Our people are employed in a broad and unique range of professional, customer service and tradebased roles, all joined by a shared purpose: to make an enduring c
