Executive Manager
7 months ago
About us
As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events.
Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses Queensland Fire and Rescue, Rural Fire Service Queensland and State Operations, and also supports other volunteer groups providing emergency response to Queenslanders.
Purpose of role
Key requirements
Highly desirable requirements
- Experience in Service desk environments in mid to large organisations would be preferred.
- 5+ years working with ITIL and experience with ITIL 4 experience preferred.
- Experience in using ITSM tools for IT Service Delivery specifically ServiceNow.
- Experience in Agile ways of working.
Knowledge of PRINCE2 project methodology.
Special requirements
- This role may require work to be performed out-of-business hours and in response to managing an operational service team within a 24 x 7 critical ICT business environment.
Your key accountabilities
Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:
- Lead and manage the functions of the team, providing expert advice and guidance on service desk matters to ensure high quality support experience to the workforce, and deliver solutions to enable efficient and effective business and technical operations of the organisation.
- Lead an ITIL approach to service desk support to promote best practice, monitor performance, quality and completeness of issues, and foster positive end-user relationships that drive customer satisfaction.
- Develop operational plans, processes and procedures for the support and provision of ICT services and systems and champion the adherence to ICT policies and standards in order to deliver services in compliance with legislative and departmental requirements.
- Provide advice, consultancy and guidance to internal and external stakeholders on IT Service Centre related issues, information technology systems, services and strategic initiatives to meet key objectives and effective decision-making processes.
- Manage and create a culture that will emphasize the importance of meeting time, cost (i.e. value for money) and quality (i.e. customer satisfaction) targets, and which develops a positive reputation across the department.
- Maintain an efficient and effective operational environment and work practices, identifying opportunities to improve processes across a complex and dynamic team to facilitate the delivery of services.
- Work collaboratively with key internal and external stakeholder, in order to create a collaborative approach to leadership and management which breaks down silos and keeps the enabling the department of all core activities.
- Lead and manage a multi-disciplinary team, fostering teamwork and managing financial and human resource activities, including ongoing development of staff through performance, planning and review.
Capabilities
To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream - Program Leader (leading teams and/or projects)
Vision
- Leads strategically
- Leads change in complex environments
Results
- Builds enduring relationships
- Drives accountability and outcomes
Accountability
- Fosters healthy and inclusive workplaces
- Demonstrates sound governance
Once you join us we will want you to exemplify the QFES shared values of:
- Respect
- Integrity
- Trust
- Courage
- LoyaltyThis work is licensed under a Creative Commons Attribution 3.0 Australia License.
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