Technology Services and Process Delivery Leader
2 days ago
About Future Fund Management Agency
We are seeking a Technology Services and Process Delivery Leader to join our team. As a leader in technology services and process delivery, you will be responsible for providing governance, leadership, and support across Service Operations, the services we provide, and processes we support for Technology.
The role will interact with various groups across the agency, including the IT Service Desk, People, Culture and Inclusion (HR), Procurement, Workplace Experience, and the broader IBO teams to deliver required supporting services.
Key Responsibilities
- Develop and implement IT Service Management strategy aligned with agency goals.
- Create a governance framework for IT service delivery with quality assurance and performance metrics and drive continuous improvement initiatives.
- Identify and mitigate priority risks to ensure operational resilience.
- Provide expertise on IT Service Management tools.
- Collaborate with ServiceNow Managed Service provider and participate in audit reviews.
- Act as a second-in-command to the Service Operations Manager.
About You
You will need a Bachelor's degree in Information Technology, Computer Science, or a related field. ITIL V3 or V4 practitioner stream certifications or course completion are highly desirable.
Experience in ITIL framework, incident management, problem management, change management, knowledge management, hardware, and software management, and service level management is required. Familiarity with Configuration Management Database (CMDB) concepts and practices is essential.
You will need to have a customer service orientation by understanding and prioritizing our customer needs, including escalation management, assessing feedback, and adopting improvements, and following up on urgent requirements as directed.
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