Expert ICT Service Delivery Professional

4 days ago

Canberra, ACT, Australia beBeeictServiceManager Full time $120,303 - $135,701

**ICT Service Manager Role**

This senior leadership position is accountable for performing and achieving complex to very complex ICT service provision. The ICT Service Manager will exercise a considerable degree of independence and perform a leadership role, exercising sound decision making and judgement to provide expert policy advice.

In this role, you will have in-depth knowledge of the ICT service delivery function and be responsible for the development, implementation, compliance and review of policies and procedures relevant to their work within that function.

The ICT Service Manager will engage in complex to very complex problem solving and issues management, coordinating and performing detailed or sensitive projects that impact on strategic, political or operational outcomes for Defence.


**Key Responsibilities**

  1. Accountable for managing allocated resources, setting work area priorities, managing workflows, developing strategies and evaluating business outcomes.
  2. Accountable for managing and leading a team, including providing clear and consistent communication, setting clear performance and behavioural standards, managing performance, delegating responsibility and guiding and developing people.
  3. Responsible for accurate completion of work within timeframes and quality requirements, sharing own expertise with others and guiding and mentoring less experienced employees.
  4. Responsible for the management and implementation of supplier service improvement actions and programmes.
  5. Set strategic direction and take responsibility for the full range of client service functions, including organisational frameworks for complaints, service standards and operational agreements.
  6. Motivate and mentor teams, aligning complementary skills and allocate resources in a manner that delivers results.
  7. Measure the perception about how services are delivered, how this influences the performance of the supplier and their perception of Defence's performance.

**Our Team**

The Cyber Operations Service Acceptance Team within the Directorate of Service Enablement provides governance and assurance of new, modified and decommissioned ICT services on the cyber domain.

Our team is an integrated workforce of APS and contracted personnel.

Our culture is one that is driven by a 'One Team' approach supported by Defence Values and Behaviours.

Our ideal applicant would be a motivated self-starter with the following core skill set:

  • Experience in complex ICT service provision
  • Knowledge of ITIL Process Management
  • Strong interpersonal skills with the ability to communicate clearly and with influence
  • Strong leadership skills and the ability to deliver outcomes across a dispersed geographical area
  • Strong oral and written communications skills
  • A strategic thinker with strong analytical and problem-solving skills, including the ability to manage conflict and competing priorities

**About Our Ideal Applicant**

Our ideal candidate will be a highly skilled professional with experience in complex ICT service provision. They will possess a deep understanding of ITIL process management and strong interpersonal skills to communicate effectively with stakeholders. A strategic thinker with strong analytical and problem-solving skills, our ideal applicant will thrive in a fast-paced environment, driving innovation and excellence in ICT service delivery.

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