Director, Enterprise Service Management

3 days ago

Canberra, ACT, Australia Aged Care Quality and Safety Commission Full time
About the Role

The Aged Care Quality and Safety Commission is seeking a highly skilled and experienced Director, Enterprise Service Management to join our Digital Group. As a key member of our team, you will be responsible for leading the development and implementation of service management frameworks, processes, and standards to ensure the consistent delivery of high-quality Digital services across the Commission.

Key Responsibilities
  • Service Management: Develop and implement service management frameworks, processes, and standards to ensure the consistent delivery of high-quality Digital services across the Commission.
  • Technology Optimisation: Identify opportunities to leverage technology to enhance the efficiency, transparency, and user satisfaction of Digital services. Lead initiatives to streamline workflows, automate repetitive tasks, and improve service delivery through the adoption of innovative tools and solutions.
  • Stakeholder Engagement: Engage with stakeholders across the Commission to understand their digital service needs and requirements. Collaborate closely with business units, ICT teams, and external partners to align service delivery initiatives with the Commission's goals and priorities.
  • Performance Monitoring and Reporting: Establish mechanisms for monitoring and reporting on the performance of Digital services, including uptime, availability, responsiveness, and user satisfaction. Provide regular updates to senior leadership and stakeholders on service performance and improvement efforts.
  • Team Leadership and Development: Provide leadership, mentorship, and support to the Enterprise Service Management team, fostering a culture of excellence, collaboration, and continuous improvement. Develop talent, build capabilities, and empower staff to achieve their full potential.
Requirements
  • Extensive experience (typically 7+ years) in service management, technology optimisation, and stakeholder engagement within large, complex organisations, preferably in the public sector.
  • Strong understanding of service management frameworks and best practices, such as ITIL (Information Technology Infrastructure Library).
  • Proven track record of successfully leading service improvement initiatives and leveraging technology to enhance service delivery and user satisfaction.
  • Excellent communication, negotiation, and stakeholder management skills.
  • Demonstrated ability to manage multiple projects and priorities, meet deadlines, and deliver results in a fast-paced, dynamic environment.
  • Relevant technical qualifications in information technology, business administration, or a related field. Additional certifications in service management and project management are highly desirable.
What We Offer
  • Salary offered will be between $136,307 - $161,381 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid and hybrid working arrangements are available.
  • Confirming an ongoing/permanent role is available.
  • Only candidates who hold Australian citizenship can apply.

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