Service Management Specialist

As a Service Management Specialist reporting to the Delivery Manager of the Frontline Technology Domain, you will be responsible for the implementation and delivery of end-to-end technology management services. Your focus will be on delivering reliable, high-performing IT services, ensuring that our critical infrastructure supports day-to-day police operations effectively and efficiently. This is a unique opportunity for someone passionate about service management and continuous improvement in an agile, mission-critical environment.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements. You will be part of a supportive and progressive team that supports and enables career development.

**About the role**:
The Service Management Specialist role reports to the Delivery Manager and is part of the Frontline Technology Domain.

Your role accountabilities will be:

- Provide design, implementation and oversight of service management process to ensure service quality, efficiency and alignment with agreed strategies.
- Provide high level specialist advice, identify, and evaluate strategic issues and risks and develop contingency plans and solutions to ensure quality outcomes, consistency, and standardisation of services.
- Actively plan, monitor, manage and deliver initiative objectives and outcomes to ensure initiatives remain within their service levels
- Oversee the day-to-day delivery of services, monitoring performance metrics, ensuring seamless service delivery and coordinating with internal teams and service providers.
- Assist with the development and implementation of service strategies, policies and standards.
- Engage with internal delivery teams, delivery partners and external consultants to implement changes and new additions to ICT products and services. Manage changes, and enhancements to ICT products and services, including overseeing change requests.
- Ensure that information management, security and privacy, and quality assurance procedures are accurately implemented and maintained to ensure the integrity of the control's environment and compliance with Victoria Police standards and procedures.
- Establishment and management of governance policies to ensure service operations and its compliance with regulation, policies and standards.
- Support a culture of security and governance by adhering to all security, privacy or associated patterns, policies, or standards. Ensure the safe handling and management of Victoria Police data and systems, including engaging with broader teams to ensure outcomes delivered are secure by design and meet operational security expectations.
- Assist with collaborative and planning processes, aimed at prioritising the work that needs to be done against the capacity and capability of the team.
- Actively participate in the agile service delivery community and provide specialist advice on process maturity and updated best practices across the organisation and industry.
- Maintain key partnerships with internal stakeholders, service providers, other Government Departments, and their associated agencies and manage communications and negotiations, consistent with organisational policies, requirements, and frameworks.

**As the successful applicant, you will have**:

- Demonstrated experience and advanced comprehensive in-depth knowledge and expertise in developing, maintaining and continuously improving service functions or capabilities in accordance with business requirements, industry recognised frameworks, standards and systems within a large, highly complex environment.
- Proficient in ServiceNow and sound knowledge in The Information Technology Infrastructure Library (ITIL) Frameworks
- Extensive senior service management in all elements of a product development lifecycle including the development of plans, governance, reporting, implementation, and post implementation reviews.
- Experience in fostering customer satisfaction and ensuring service delivery meets or exceeds customer expectations and ensuring service management processes and policies are consistently followed leading to improved quality and compliance.
- Demonstrated ability and commitment to continuous improvement and innovation across areas of responsibility.
- Proven experience in imbedding security, risk management and governance as part of operational deliverables within a protected level security and privacy environment.
- Demonstrated ability to engage with broader teams to design and deliver operational security controls and processes in line with security by design, including reporting and managing remediation of noncompliance to meet Victoria Police security obligations.
- Possess a high-level interpersonal acumen including excellent written and oral communication skills, the ability to build and maintain strong relationships and a high degree of responsibility, professionalism and courteousness when dealing with stakeholders.
- Ability to engage, negoti