IT Service Management Professional

4 weeks ago

Canberra, ACT, Australia Talent International Full time

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.

The IT Services Manager will oversee shared IT services, service desk and associated services for telephony, membership platforms and call centre functions. You will define service standards, negotiate contracts and manage the performance of outsource partners and platform services in support of AMA's strategic enterprise objectives.

Key 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.
  • Apply commercial acumen to IT service design.
  • 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.

Requirements:

  • 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.

Talent International is an equal opportunity employer with a strong focus on diversity. If you are ready to shape the future of IT Services at AMA and contribute to a thriving member association dedicated to delivering value to members, improving patient care and professional growth, we invite you to apply for the position of IT Services Manager role.

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