IT Service Management Lead

**Purpose of Role**

The Service Management and End User Computing Lead is responsible for the governance and enablement of QTC’s IT service management (ITIL®) functions ensuring that the relevant people, processes, and technology are aligned with the QTC strategic direction and the goal of achieving operational excellence.

**Responsibilities & Accountabilities**
- Ensure that QTC’s IT service management processes are:

- aligned with established and emerging industry best practice e.g. ITIL® and are continually maintained for ongoing maturity,
- aligned with QTC’s strategic objectives including:

- achieving operational excellence, and
- managing technology risk

while avoiding excessive process demands causing unwarranted delays to QTC business functions,
- implemented, managed, and facilitated appropriately by outsourced process leaders and staff, and
- understood and adhered to by all relevant stakeholders, escalating to technology leadership as required.
- Develop and lead the implementation of a roadmap for the ongoing maintenance and enhancement of in-scope IT service management processes, ensuring that QTC’s business change governance process is adhered to and aligned with during the implementation phase.
- Regularly assess the maturity and effectiveness of QTC’s IT service management processes by:

- participating in internal and external audits in collaboration with QTC’s Risk division
- arranging, leading, facilitating, and administering governance forums in collaboration with QTC’s community of outsourced IT service providers.
- Actively seek feedback from QTC’s leaders and staff regarding the effectiveness of the IT services and align process improvement opportunities to best address any identifiable gaps and to maximise the realisation of opportunities to leverage excellence.
- Ensure that QTC’s IT service management practitioners, including employees of outsourced vendors, operate as a cohesive team working towards common goals and serving QTC’s best interests.
- Take a lead role in the governance and supplier management of QTC’s primary Managed IT Services provider including:

- implementation, facilitation, administration, and management of the agreed Account Governance Framework, in collaboration with Procurement and engaging other Technology and Data functions as appropriate,
- building and maintaining constructive relationships with supplier account representatives and delivery team leaders, and
- escalating instances of under-performance and managing issues to resolution.
- Act as the owner of QTC’s IT service management tools (e.g. ServiceNow) ensuring that they are:

- regularly maintained with security patches, version upgrades, and
- continually enhanced to improve end user experience and process efficiency and effectiveness.
- Lead the governance and supplier management of QTC’s ITSM tool support partner to ensure that the tool is maintained and enhanced effectively and efficiently.
- Other duties as deemed relevant to business requirements and within the technical competency of the position.

**Competencies**

Technical Competencies
- Strong technical knowledge of current IT service management trends and associated industry best-practice approaches.
- In-depth understanding of best-practice ServiceNow configuration for ITSM and the associated Common Services Data Model (CSDM).
- Understanding of contemporary technology project management methodologies.
- Basic budget and financial management capability.
- Behavioural Competencies
- Proactive approach focused on, safely, delivering positive results.
- Integrity, including upholding strong professional and ethical standards.
- Achievement focus, earning the respect of others and sharing responsibility well.
- Desire for excellence, using flexible and agile processes to continuously improve.
- Respect and affiliation, including recognising contributions, welcoming ideas, acting with honesty, being inclusive and embracing diversity.
- Self-actualization, including acceptance of facts, lack of prejudice, ability to solve problems, sense of morality creativity and spontaneity.
- Leadership & Management Competencies
- Ability to manage outsourced IT service providers in a complex multi-vendor environment, including:

- Service level management / Service performance management
- Relationship management
- Risk management
- Financial management
- Ability to lead and manage change initiatives and projects in the IT infrastructure domain, coordinating resources from multiple suppliers and managing tasks to schedule, risks and communication to stakeholders.
- The ability to manage organisational change impacts of IT infrastructure work would be highly regarded.

**Qualifications**

Essential
- Requires a University Degree in Information Technology, or equivalent experience.
- Certification in relevant Service Management practices (e.g. ITIL®, SIAM®) at Foundation level.

Desirable
- ITIL Specialist (Create, Deliv