Temp Principal Advisor

2 months ago


Brisbane, Australia Transport and Main Roads Full time

In the role of Principal Advisor (Service Delivery), you will engage with a wide variety of stakeholders to ensure all contracted services are delivered to end customers in accordance with agreed Key Performance Indicators (KPIs), Service Level Agreements (SLA's). You will work closely with customer, internal technical teams and suppliers to develop specific solutions and drive improvements in Ticketing Operations.

You'll provide a point of contact for stakeholders for anything relating to the delivery of ITIL-based service & delivery management, including management of governance forums. A key part of this role will be to will be govern supplier delivery and performance across various initiatives. You will ensure that suppliers deliver according to service delivery targets and escalate deviations from plan in a timely manner. This role works within a team that governs incidents, problems, change requests and service requests. You will need to provide guidance on solutions where important system-related events are not being effectively managed.

**Accountabilities include**:

- Lead the service delivery and governance of School Ticketing and On Demand vendors, including ensuring appropriate requests are logged and managed through to resolution
- Monitor, control, and support service delivery, ensuring systems, methodologies and procedures are documented, in place and followed.
- Coordinate and monitor all service requests, ensuring requests are met in a timely and efficient manner. This includes identifying customer needs and overseeing the response, coordinating with multiple teams and the supplier to resolve problems.
- Manage problem management root cause approval activities, ensuring information is adequately exchanged across the Operations team.
- Oversee Service Desk services, ensuring compliance with agreed workarounds, branded communications and procedures.
- Oversee the performance of event management and its use in the incident management process.
- Manage the currency of agreed workarounds and defects through problem management governance forums.
- Perform regular monthly user access reviews and certifications across a range of revenue management systems, ensuring aged accounts are disabled and that appropriate access is approved.
- Operate in an on-call roster as part of the major incident management process.
- Other accountabilities and tasks as reasonably directed.

Applications to remain current for 12 months.

**Job Ad Reference**: QLD/472552/23

**Closing Date**: Monday, 6 March 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.


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