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El1 - Vip/priority IT Services Manager

4 months ago

Canberra, Australia Australian Department of Infrastructure and Regional Development Full time

**Contact Officer**:
**Closing Date**:
**11.59pm AEST Sunday 16 June 2024**

**Our Department Values**

Our values set the direction for what it means to work in our department. They inform the standard and expectations of behaviours, skills and capabilities and the attributes we currently have, will continually work to achieve and develop, and that we use to acknowledge and attract, retain and recruit into our department.

**A little bit about us**

The Information Services Branch (ISB) delivers trusted information technology and communication services to the Department and portfolio agencies to support to the department's strategic activities at all levels internally, externally and internationally.

The Branch is currently working towards ensuring our IT Service Delivery teams are equipped for efficient and effective execution of assigned processes to meet our stakeholder’s expectations.

**The opportunity we have available**

The VIP/Priority IT Support Manager is a key leadership role within the Information Services Branch (ISB), leading the department’s VIP/Priority IT Support service offering by establishing and maintaining critical relationships with the department’s VIP stakeholders which include Government Ministers within the department’s ministerial portfolio, their support staff and electorate offices as well as the Senior Executives.

A merit pool may be established for a period of 18 months from the date of this advertisement as a result of the selection process.

**What will you do?**

VIP/Priority IT Support delivery is fast-paced and outcome driven. The VIP/Priority Services Manager will develop and maintain cohesive service delivery mechanisms and establish a culture of superior customer service delivery and continuous improvement to meet the needs of the department’s most important stakeholders. You will plan, implement and review IT processes in order to meet demanding customer requirements.

The VIP/Priority IT Services Manager will use their initiative and experience to analyse, review and adjust priorities and work activities of the VIP/Priority IT Support team to meet business outcomes.

The VIP/Priority IT Services Manager reports to the Director, End user Support, and is directly responsible for:

- The operation of the VIP/Priority IT Support service offering to the department’s VIP stakeholders, including the operation of the VIP/Priority IT Support Team and managing the relationship with Information Services Branch’s onsite service delivery business partners.
- Collaborate with Information Services Branch teams to coordinate the department’s IT Support offering at Ministerial stakeholder locations including Parliament House and ministerial and electorate offices across Australia.
- Providing a direct escalation point for VIP stakeholder incidents and problems, including after-hours support escalations and responding to business interruptions.
- Executing urgent ad-hoc procurement to meet VIP stakeholder operational requirements.
- Building and cultivating effective and constructive relationships with VIP stakeholders, including Senior Executive, Ministerial offices and corporate partners and vendors.

**Who are we looking for?**

You will show initiative, sound judgement, integrity and personal drive. You work effectively under pressure and in a changing environment to deliver high-quality advice and outcomes. You will understand, respect and safeguard the operations of Ministerial Stakeholders. You have a strong commitment to motivating staff at all levels to bring their best and whole self to their role, while supporting their professional development.

Specific requirements of the role:

- A comprehensive understanding of Government operations including the operations of Ministerial Offices and associated Parliamentary functions and processes.
- Exhibit an understanding and respect to safeguard the operations of the Department’s Ministerial and Senior Executive Stakeholders.
- Be a skilled communicator with the ability to explain complex technical concepts to a wide range of audiences with varying needs including Ministerial stakeholders, the Senior Executive Service, business stakeholders and external parties.
- Demonstrate excellent influencing, negotiation and engagement skills and experience in developing effective networks and building strong relationships with stakeholders.
- Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
- Showcase confident leadership skills drawing on relevant experience across a broad range of project and administrative matters.
- Be highly motivated and capable of working in a fluid and evolving environment, with a track record of achieving results.
- Demonstrate sound leadership qualities by taking ownership of tasks and being accountable for the outcomes delivered by the VIP/Priority IT Support team.
- Display sound judgement and personal drive with the ability to think on your feet.