Executive Manager

About us As a department our purpose is to help the community to prevent, prepare for, respond to and recover from the impact of fire and emergency events. Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue Service, disaster management services, the Rural Fire Service and the State Emergency Service, and also supports other volunteer groups providing emergency response to Queenslanders. Purpose of role The Service Management team is responsible for managing effective change and release process for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the departments strategic operational and business requirements. Reporting to the Director, Service Management and Operations, you will lead and manage the design, implementation, and improvement of service management processes, policies, and standards, whilst ensuring compliance with best practices and relevant legislation. You will foster a culture of service excellence, customer satisfaction, and continuous improvement and manage day-to-day client and team relationships to ensure the delivery of customer-centric ICT services across the organisation. Key requirements Highly desirable requirements - Proven ability to influence service excellence in an enterprise-scale ICT services environment including experience in the service management for operational and project delivery. Experience in leading an operational team within a critical business environment is considered a distinct advantage. Special requirements - This role may require work to be performed out-of-business hours and in response to managing an operational service team within a 24 x 7 critical ICT business environment. Your key accountabilities Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to: - Lead and manage the functions of the team, and provide expert advice and guidance on service management matters and ensure high quality ICT services aligns with organisational objectives and innovation is leveraged to support current and future needs. - Develop and implement the service management strategy, roadmap, and governance framework, in consultation with key stakeholders, and in accordance with the department's strategic direction. - Oversee the design, delivery, and improvement of end-to-end ICT services, including service catalogue, service level agreements, service desk, incident management, problem management, change management, configuration management, release management, and service continuity management. - Monitor and report on the performance, availability, and quality of ICT services, using appropriate metrics and tools, and identify and implement opportunities for service improvement and innovation. - Build and maintain effective working relationships with internal and external service providers, ensuring that service expectations and contractual obligations are met and that issues are resolved in a timely and effective manner. - Manage the service management budget, resources, and risks, ensuring that service delivery is within scope, time, cost, and quality parameters and that risks are identified, assessed, mitigated, and escalated as required. - Drive the development and acceptance of a customer and results-oriented team culture to support the provision of ICT services and systems, and champion the adherence to ICT policies and standards. - Lead and manage a multi-disciplinary team, fostering teamwork and managing financial and human resource activities, including ongoing development of staff through performance, planning and review. Capabilities To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role: Leadership Competency Stream - Program Leader (leading teams and/or projects) Vision - Leads strategically - Leads change in complex environments Results - Builds enduring relationships - Drives accountability and outcomes Accountability - Fosters healthy and inclusive workplaces - Demonstrates sound governance Once you join us we will want you to exemplify the QFES shared values of: - Respect - Integrity - Trust - Courage - LoyaltyThis work is licensed under a Creative Commons Attribution 3.0 Australia License.