Manager, Service Delivery

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The Business Operations Centre team is responsible for functioning as the first response for managing and coordinating the ongoing roll-out of the CIRV system in the state of Victoria. Operating as a dynamic multi-disciplinary team, the group will work closely with key internal and external stakeholders to deliver an effective and efficient immunisation campaign.
The Manager, Service Delivery role is responsible for designing, delivering and supporting system solutions based on business, functional and non-functional requirements and to provide advice and direction across assigned departmental systems. The Service Manager needs to maintain knowledge of and leverage emerging technologies that will improve resource efficiency, quality of service or improved outcomes for Victorian citizens.
Accountabilities
- Lead the analysis, design, development, support, best practice usage, and performance optimisation relating to system solutions on departmental approved platforms. This includes the analysis and diagnosis of system defects including troubleshooting and debugging of code.
- Lead the support function including incident management across assigned systems.
- Provide strategic thinking, innovation and process re-engineering to support the delivery of high quality solution outcomes that meets business and citizen expectations.
- Provide advice to leadership team in relation to technical requirements and design implications including cross program implications.
- Provide direction and technical advisory to team members to ensure the successful delivery of projects, enhancements and defect resolution on time, on budget, with high quality and meets customer expectations.
- Monitor system performance Key Performance Indicators (KPIs) and escalate.
- Maintain a strong understanding of the department's approved platforms and systems.
- Quality assures deliverables prepared by the team and third parties, identify issues and provide clear recommendations for resolution.
- Lead the team's adherence to the government, IDS and SSU's strategies, policies and methodologies (e.g. PDM).
- Prepare, develop, maintain and manage detailed work estimates and schedules for projects, minor enhancements and defects.
- Mentor team members to develop their technical skills and knowledge.
- Keep accurate and complete records of your work activities in accordance with legislative requirements and the department's records, information security and privacy policies and requirements.
- Take reasonable care for your own health and safety and for that of others in the workplace by working in accordance with legislative requirements and the department's occupational health and safety (OHS) policies and procedures.

Technical Expertise
- Demonstrated experience managing teams to deliver solutions using appropriate technologies, including but not limited to Microsoft Dynamics 365 and Microsoft Azure.
- Demonstrated experience in managing technical teams delivering support and minor enhancements, which can be applied in the department's approved platforms and appropriate reporting tools and technologies.
- An understanding of the current public health environment and the challenges facing emergency response and community services system in Victoria.
- An understanding of the key issues impacting the management and delivery of public health outcomes would be expected. In particular, knowledge across the areas of community, health or welfare sectors would be advantageous.

Mandatory Vaccination Policy

**HOW TO APPLY**:
For this position, you are not required to address each of the key selection criteria in a separate written document.
Applicants must be an Australian Citizen, Permanent Resident or hold a valid work permit or visa. Work eligibility will be checked as part of the recruitment process.
For further information please visit the Department of Health