Service Operations Manager

**Clerk Grade**:DCS Clerk Grade 11/12 (base salary range $145,378 - $168,130 + super)

**Employment type**: Ongoing / Permanent fulltime position

In-office requirements & Hybrid
This role sits within the CIO Division in the Service Operations team at DCS.

**About this role**:
Are you seeking a new and challenging position, then look no further

This position leads and manages IT incident management and service request activities and processes within the organisation to ensure incident related risk is mitigated and services are delivered in line with business expectations.

**About the team**:
**Your responsibilities will include**:

- Manages and monitors the incident management process to ensure that incidents are managed, resolved and documented in line with agreed procedures and identify emerging issues to provide recommendations on mitigation strategies
- Plans and prioritises the service request portfolio according to client/customer demand and service provider capability, including determining the appropriate timing of changes to ensure the portfolio of outsourced shared services is effectively delivered
- Analyses causes of incidents and informs service providers in order to minimise probability of recurrence and contribute to service improvement
- Identifies new areas of capability improvement within the organisation which may be enhancements to skills, technology or processes to maximise service outcomes and facilitate organisational continuous improvement

**A little bit about you**:

- Extensive experience with driving service operations in a challenging environment.
- ITIL Expert or equivalent certification and credited or understand Service Integration and Management framework.
- You can successfully manage and drive a team of individuals working across multiple technology and business models to support 24x7 major incidents, complex incidents, problem management, knowledge management and high-risk change evaluations.
- Able to communicate, report and drive multiple internal and external providers to follow our ways of working and drive corrections where necessary.
- Open to learning and listening and enjoy working collaboratively with peers and providers to improve employee and customer experience.

**About Us**:
DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW. Visit our Careers site to find out what it means to work for us.

Salary Grade 11/12, with the base salary for this role starting at $145378 base plus superannuation

Click Here to access the Role Description.

**Closing Date: 09:59 am, 12 Mar 2025**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**

Information on some of the different types of disabilities

Information on adjustments available for the recruitment process