IT Service Manager

3 weeks ago

Parramatta, New South Wales, Australia Catholic Education Diocese of Parramatta Full time
About the Role

We are seeking an experienced IT Service Owner - Enterprise Systems/Enterprise Systems Manager to join our IT Shared Services team and be accountable for the management of Application Delivery and Support of all Enterprise systems.

About the Opportunity

As a key member of our IT Shared Service Platform team, you will be responsible for designing user-centric technology solutions, services, and journeys to ensure delivery of the best possible end-user experience.

Key Responsibilities
  • Manage the platform service lifecycle, including defining and executing platform service vision and strategy, identifying and resolving issues, and collecting and prioritizing inputs to inform product/services.
  • Lead and define an outcome-oriented service roadmap, informed by customer insights and feedback.
  • Lead research, including consultation with stakeholders and related activities, to define current and future product enhancements to meet customer needs.
  • Ensure service design compliance with regulatory obligations and relevant CSPD's policies and standards, proactively identifying risks associated with the service, and remediation initiatives.
  • Sourcing information from various sources to enable monitoring of product/service performance and assessing that performance against key regulatory and performance objectives.
  • Manage staff workload, prioritize responsibilities, mentor, and coach team members.
  • Embed a service management culture within the wider team and lead all service design activities for the platform.
  • Understand the needs of the directorates and the schools, including pain points, to drive effective and efficient change, delivering customer-centric business outcomes.
  • Manage and monitor change to continuously improve the platform offering and processes.
About You

To be successful in this highly rewarding role, you will possess:

  • Extensive experience in IT service management and/or project management, including experience in delivery and support of applications, including Compass, SharePoint, Confluence, etc.
  • Proven strategic skills and business acumen with demonstrated success in leading and executing on projects.
  • Strong problem-solving capabilities with strong motivation to investigate and provide recommended options/solutions to complex problems and technical nuances.
  • Experience working in Agile and DevOps environments and cross-functional teams.
  • Significant experience managing SaaS and COTS platform applications development and quality assurance.
  • Strong communication, stakeholder engagement, and management capabilities.
  • Proven ability to lead and influence without direct authority.
  • Demonstrated initiative, analytical, and problem-solving skills and proven ability to initiate and participate in business improvement activities.
  • Proven service continuity experience, including planning, implementing, and testing strategies and solutions to ensure platform applications can be recovered and restored.
What We Offer
  • Competitive remuneration.
  • Salary packaging.
  • Parental leave.
  • Flexible work arrangements, including a hybrid working model.
  • Wellbeing programs.
  • Professional development opportunities.

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