Service Management Lead

**Department of Treasury and Finance**
**Job reference**: 617409
**Location**: 5000 - ADELAIDE
**Job status**: Long Term Contract
**Eligibility**: Open to Everyone

**Remuneration**: Salary Range $108,109 - $116,864 p.a.

**About the opportunity**:
The Service Management Lead is accountable for leading the Across Government Service Management function using ITIL best practice to deliver an efficient and effective Service Management function for across government services provided by OCIO. The role includes the facilitation of across government change enablement, problem management, incident and major incident management, configuration management and relationship management with suppliers and customers. The Service Management Lead provides expert advice, drives continuous improvement, and supports service delivery by leading the service management function.

**About you**

To be successful you will be:

- Change Enablement
- Incident Management & Major Incident Management
- Problem Management
- Knowledge Management
- Configuration Management
- Lead the across government Incident and Problem Management function in line with best practice. Act as the ‘Incident Manager’ for Across Government Major Incidents including coordination of associated Agency and Stakeholder notification process and reporting.
- Lead, develop, refine, implement, and maintain best practice policies, procedures, processes and standards for ICT service management and reporting processes with a focus on continuous improvement.
- Build and maintain relationships with internal and external stakeholders and identify the communication and relationship needs of stakeholder groups.
- Manage the operational relationship with vendors in a service management context and oversee vendor(s) responses to major incidents and problem resolution activity relating to the ICT environments.
- Oversee and ensure quality is achieved within an across government change enablement function, liaising with Agency change managers, vendors and specialists to record, assess and manage changes in an across-government environment.
- Lead and implement best practice Service Management tools, techniques, methodologies and practices (including ITIL) and produce highly effective KPIs used to measure performance across the IT team and identify opportunities for improvement.
- Provide team leadership to Service Management staff including induction, development, and coaching and overall line management of daily activities.

**About us**

The Office of the Chief Information Officer (OCIO) enables a more connected and secure government so that South Australia Government agencies can better serve our community. We do this by developing and delivering resilient and innovative ICT and cyber security services and critical infrastructure to SA Government agencies that are accessible, trusted and secure. OCIO works within the SA Public Sector Code of Ethics as well as Principles for the division. The OCIO principles are: Customer-centric and Collaborative - We are customer focused, working across the division with, and for our customers to deliver value; Growth Minded - We are adaptable and embrace challenges with an open mind; and, we acknowledge our talents and engage with each other to face challenges, embrace different perspectives, and encourage learning; Engaged and Skilled - We seize opportunities for personal and team growth by leaning in and working together; and, we celebrate each other’s achievements and wins; Honesty in Action - We are committed to building trust internally and with agencies, we do this by acting professionally and with integrity. Our physical work environment is activity-based working, with spaces tailored to areas including, space for focused work, quiet rooms, collaboration spaces, project nooks and general space for everyday work.
- At the Department of Treasury and Finance we work together to ensure South Australia is a thriving, prosperous state now and into the future.
- We are the lead agency for economic, social and financial policy outcomes. We play a vital role in providing financial services to the community and economic and fiscal policy advice to the Government of South Australia.
- Our culture is one that welcomes all and we embrace flexibility and embrace diversity. We believe people are our most valuable asset, so we work to support the skills, knowledge and capability of our staff.

**What we offer**
- Flexible working options
- Salary packaging options
- Discounted gym membership
- Supportive career development opportunities
- Employee Assistance Program for you and your family
- Be Well Program

**For a confidential discussion about the role please contact**:
Name: Joanne Romeo
Title: Service Delivery Manager
Tel: +618 8429 0154

**Application Instructions**:
Applicants are required to submit a Curriculum Vitae and covering letter (no more than two pages) addressing the key selection criteria and demonstrating suitability for the r