Digital Technology Operations Manager

2 weeks ago

Perth, Western Australia beBeeServiceManagement Full time $190,000 - $210,000
Job Title

We are seeking an IT Service Management Professional to lead our Major Incident and Change Management functions within the IT Service Management framework.

  • This role will be responsible for developing and implementing best practice Service Management policies, procedures, processes and standards for Digital Technology Operations with a focus on continuous improvements.
  • The ideal candidate will ensure root cause analysis and incident trend analysis is conducted to prevent the recurrence of major incidents.
  • They will lead Major Incident Management processes and coordinate with cross-functional teams to facilitate timely resolution.
  • The IT Service Management Lead will also act as the point of contact for incident escalation and manage communication to stakeholders during major incidents.
  • In addition, they will develop and implement tools and systems for tracking incidents and reporting on incident management KPIs.
  • The IT Service Management Lead will oversee the change management process, ensuring all IT changes are logged, assessed, and approved through a controlled process.
  • They will chair Change Advisory Board (CAB) meetings to evaluate and approve/reject proposed changes based on risk and impact assessments.
  • The IT Service Management Lead will also implement automated workflows for change requests to enhance efficiency and reduce manual processing errors.
  • They will monitor and report on change success rates and service disruptions caused by changes, implementing continual improvements.
  • Finally, the IT Service Management Lead will drive initiatives for operational efficiencies, including process automation, improved collaboration, and reduction in downtime or disruption caused by incidents or changes.
Requirements
  • A relevant tertiary qualification in Information Technology or industry certification.
  • Background knowledge in ITIL Service Management ISO / IEC 20000-1.
  • Experience and hands-on experience in ITIL based Incident and Change Management roles within large complex organisations.
  • A proven track record in implementing and managing ITIL Processes.
  • Strong experience in using and configuring ITSM tools such as ServiceNow or equivalent.
  • Strong communication and stakeholder engagement during high pressure situations such as critical incidents.
  • Experience in managing stakeholders' expectations and presenting incident status and change impacts to senior leadership.
  • ITIL Certification is mandatory and knowledge of other ITSM frameworks or methodologies such as COBIT or Lean IT is a plus.
  • Strong problem-solving skills and a passion for technology.
  • Excellent team collaboration abilities.

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