Ess Service Delivery Manager

3 weeks ago

Canberra, Australia The Department of Parliamentary Services Full time

**Job Details**:
**Job Title**: ESS Service Delivery Manager

**Employment Type**:Ongoing

**Classification**: Parliamentary Service Level 6

**Closing Date**: 11:30pm AEST, 23 August 2023

**The Opportunity**:

- The Information Services Division has been driving a modernisation and transformation agenda to great success, with a focus on delivery of business and people centric, modern ICT solutions that support the important work of parliamentary democracy in Australia.
- We are seeking a highly motivated, dynamic and experienced ICT Professional to fill the role of ESS Service Delivery Manager within the Digital Customer Services Branch at the PSL6 level. Working with a highly skilled and motivated team, you will lead the delivery and enhancement of core Service Management practices including Major Incident, Change and Problem Management in support of electronic security systems for Australian Parliament House.
- The Service Delivery Manager plays a critical role in coordinating and overseeing operational activities of the Service Delivery team, ensuring service level agreements are maintained.

**Who we are looking for**
- Applicants should have well-developed communication (both written and oral) and time management skills in order to liaise with internal and external stakeholders, contractors and supervisors to ensure that all work is undertaken in a professional and timely manner. Applicants will also have a high level of technical expertise and experience diagnosing and resolving complex technology problems as well as a strong attention to detail and place a professional emphasis on the importance of accuracy and completeness.

**Eligibility**Tertiary degree in computer science, information technology or similar (Desirable)
-Experience in leading service delivery or service management (Desirable)
-Experience in electronic security systems and technologies including managing delivery of CCTV and Access Control (Desirable)
-Ability to work rostered shifts within a specified time period
-Participate in on-call support roster
-Ability to obtain and maintain a Negative Vetting 1 (Confidential/Highly Protected/Secret) security clearance.

**The Department of Parliamentary Services offers**:
A challenging and dynamic environment with hands-on focus.
-Challenge and support to further your tech career as the department progresses with a fast-paced cloud transformation.
-Work with committed technical teams in a great working environment and unique building.
-Free onsite parking and Gym membership


**Duty Statement**:
**Classification**:Parliamentary Service Level 6
**Branch**:Digital Customer Services Branch
**Section**:ESS Operations
**Immediate supervisor**:Assistant Director
- Under limited/general direction undertake duties in accordance with the agreed standards for the Parliamentary Service Level 6 classification. The duties will include, but are not limited to, the following:

- Identify, document, take ownership of, and coordinate customer needs around all Electronic Security System (ESS) service delivery activities.
- Ensure ESS support processes are on track to consistently deliver a high level of client services effectively and cost efficiently.
- Prepare papers, submissions, reports and plans for management relating to service delivery performance while effectively managing service delivery finances and budgets.
- Work closely with project managers and team leaders to plan and determine the services, delivery criteria, and ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
- Lead the continuous improvement and maturing of core service management processes for ESS, including configuration, incident, problem and change management, including the integration of ESS processes with other support teams across DPS.
- Supervise, coordinate, and oversee ESS Service Delivery resources whilst identifying training needs, mentoring, and conducting performance appraisals as they support the service delivery of electronic security systems and associated infrastructure.
- Provide policy, administrative and technical advice and guidance on the direction, function, operation and use of electronic security systems and associated infrastructure in line with ESS service delivery processes.
- 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

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