Aps 6 - Ict Service Manager
2 days ago
$95,187 - $108,734 + up to 15.4% Superannuation
- Canberra - ACT
**The Role**
Defence Mobility Team is seeking a motivated and high performing individual to support our continued sustainment of Mobility capabilities for Defence. This role is ideal for someone who has a strong understanding of mobile ICT systems, history of problem solving and enjoys working in a dynamic fast-paced public sector environment. You will be working with a supportive, skilled and diverse team dedicated to the delivery and support of Defences secure mobile ICT capability.
As an APS 6 Service Manager, you will:
- Support the sustainment of mobile ICT capability and providing ongoing governance and assurance to keep systems operational;
- Maintain vendor and stakeholder expectations to support the current SLAs;
- Investigate and diagnose incidents and problems, evaluating root cause and making recommendations for service improvements;
- Monitor performance metrics for SLAs, analyse results, and recommend innovative ways to continuously improve the user experience;
- Identify, map and document end-to-end support services and processes;
- Manage Service Catalogue Requests and report on mobility items, assist with the management of Work Take-on for the Defence Mobility Team.
**About our Team**
Competencies that will be an advantage:
- Excellent customer service skills, experience with the management of Service Request Catalogues;
- In-depth knowledge of mobile ICT capabilities;
- Experience in sustaining ICT and/or Mobile ICT capability including, change management, incident management and defect management;
- Ability to build and maintain relationships with a network of internal and external stakeholders;
- Exceptional writing skill and ability to produce reports and briefing for range of audience including senior executives;
- Attention to detail.
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