Manager

3 days ago

Brisbane, Australia State Development and Infrastructure Full time

**As the Manager, ICT Technical Services you will**:

- Manage the ICT Technical Services team in line with a Service Management Framework to ensure secure service, security, availability, responsive support and system reliability through effective leadership, appropriate resourcing and informed optimisation of existing services and solutions. Lead, coordinate, monitor and schedule the work of IT specialists who respond to escalated cases and customer issues with business system functionality and supporting technology, in line with agreed service levels. Lead and adapt system implementations that align to business processes and adhere to industry standards and follow change control policies within DSDI. Provide expert advice regarding information systems and facilities, both physical and cloud hosted, as well as a range of associated strategies, standards and processes. Ensure regular routines are established to ensure the stability and continuous improvement of service and component availability; and robust resolution processes are in place to minimise business impact of outages. Establish and maintain meaningful and timely reporting processes on technology services to review service performance and initiate remedial action as needed,including remediation actions as identified through internal/external audit recommendations and/or risk registers. Lead the implementation and continual improvement of best-practice client support, and contribute to ITS service excellence frameworks, which enhance the attitudes and behaviour of ITS staff to value a culture where ITS understands its role as an enabler of departmental business.

DSDI has adopted the Skills Framework for the Information Age (SFIA) for ICT positions. The SFIA framework provides a consistent approach and language for ICT skills management, capability and leadership. SFIA technical capabilities identified as relevant to this role are CIPM 6, COPL 5, ITOP 4, ITMG 5, SLMO 6, SCTY 5, OCDV 5.
Applications will remain current for 12 months
**Job Ad Reference**: QLD/591012/24
**Closing Date**: Friday, 27 September 2024This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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