IT Service Manager

9 months ago

Canberra, Australia Talent International Full time

australia australian capital territory permanent negotiable**Title: IT Service Manager**

**Organisation: Australian Medical Association (AMA) Federal**

**Location: Barton, ACT**

Are you an experienced ICT Service Management professional ready to lead technology operations and drive exceptional service in a dynamic and influential organisation? Talent have partnered with the Australian Medical Association (AMA) to find their next IT Service Manager.

**About AMA**:
The Australian Medical Association (AMA) is the leading membership organisation representing registered medical practitioners of Australia. AMA are committed to promoting and protecting the professional interests of doctors, as well as the healthcare needs of patients and communities.

**Role Overview**:
As the IT Services Manager, you will play a pivotal role in defining and executing the AMA’s technology service and operations. You will collaborate closely with the Head of Technology, leveraging your expertise to drive service excellence, optimise processes, and deliver impactful outcomes. This role is part of the AMA Corporate Services Department, providing internal and shared services to state and territory AMA entities and subsidiary partners.

In your role, you will oversee shared IT services, service desk and associated services for telephony, membership platforms and call centre functions. You will play a crucial role in defining service standards, negotiating contracts and managing the performance of outsource partners and platform services in support of AMA’s strategic enterprise objectives.

**Responsibilities**:

- Define and document IT service offerings in consultation with key stakeholders.
- Develop and implement IT service management policies and procedures.
- Manage the IT service desk and ensure timely resolution of all incidents.
- Monitor and report on the performance of IT services.
- Ensure all IT services are delivered in accordance with agreed service level agreements (SLAs).
- Manage relationships with internal and external stakeholders.
- Develop and maintain a knowledge base of IT service management best practices.
- Ensure compliance with relevant legislation and regulations.
- Train internal and external staff in key business technologies and service processes.
- Manage performance of key contracts relating to IT service functions.
- Lead continuous improvement of IT service delivery.

**You will bring**
- Strong stakeholder interactions: communication, negotiation & influencing
- Experience leading and managing a team
- Sound coordination skills to handle multiple concurrent assignments.
- Commercial acumen derived from contributing to the identification, definition and implementing of business solutions
- Awareness or experience with industry service management methodologies such as ITIL.
- Relevant qualifications or a combination of qualifications and experience relevant to the role.
- Proficiency in the use of data analysis, managing complex issues and maintaining accurate records.
- Excellent written and verbal communication skills.
- Demonstrated experience mapping, negotiating and improving IT services.

**Additional Requirements**:
The role requires flexibility to travel interstate occasionally and work outside of normal business hours. Participation in an out of hours support roster shared by the ICT team is also required.

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