Manager, Ict Service Operations

Join the largest Local Government Authority in Australia
- Outstanding salary package on offer (CTO, CIO equivalent)
- Hybrid working environment

**Introduction**

Position yourself at the forefront of transformation and change in Australia’s largest Local Government Authority as Manager, ICT Service Operations for Brisbane City Council. This leadership role is a unique opportunity to showcase your strategic leadership skills at an exciting time for department build, innovation, and growth.
- Join the largest Local Government Authority in Australia
- Outstanding salary package on offer (CTO, CIO equivalent)
- Leading key ICT Service Operations including Cloud, Application, Security, Records and Service Management departments

**Our Business**

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Brisbane is a great place to live and work with an enviable lifestyle. It's a vibrant, green, prosperous, and safe city that nurtures opportunity and innovation, values sustainability and supports strong economic growth. In achieving this vision, Brisbane City Council needs dynamic, passionate and forward-thinking leaders to help guide the organisation.

Brisbane City Council is by population the largest local government in Australia, with assets over $34 billion and an annual budget of almost $4 billion. Our responsibility is to provide leadership for the people of Brisbane and to manage our resources to create a vibrant, successful, and liveable city for the future. We work in partnership with a variety of governments, peak bodies, industries, and community organisations to build a better Brisbane.

**Our Branch**

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Organisational Services supports, equips and helps guide the Council to deliver the Brisbane Vision through centralised corporate services and a customer-focused approach.

Within Organisational Services, the Information Services branch (ISB) is responsible for development of ICT strategy that supports the business objectives of Council as a whole, as well as information management and ICT service delivery in Council. The branch enables Council's corporate program outcome to use ICT effectively to improve business functions and deliver benefits to the community.

**The Role**

The Manager, ICT Service Operations will provide exceptional strategic leadership across the Service Operations section. Leading 7 direct and 200 indirect reports in multiple large service departments, this role is responsible for executing large transformational projects and developing innovative emerging technologies to improve the delivery of services to the community and ICT users within Brisbane City Council.

With a strong vision for the Service Operations section to build its capabilities from a technological and talent perspective, this role is critical in implementing the upcoming transformational projects. The responsibilities include managing critical risk, maintenance, and support, including Security, Application, and Cloud sub departments.

In relation to specific deliverables for your role you will:

- drive excellence in customer and employee experience, ensuring the 24/7 delivery of Council’s ICT systems and services, including effective and efficient support services and internal service centre, incident management and problem management.
- provide responsive support services, including operation of Council’s ICT service centre, incident management and problem resolution processes and teams, and provide clear visibility and transparency of their performance and operation.
- deliver robust change control and management services, to support agile delivery whilst maximising stability and availability of Council’s ICT systems and services, while also ensuring systems are patched and maintained to ensure effective ongoing support and security.
- provide appropriate support and capability to Council’s annual ICT program of work and the ICT Portfolio and Product Delivery office, ensuring on-time, on-budget and on-quality delivery of projects.
- demonstrate strong leadership and relational capabilities to create a shared sense of purpose and direction for the ICT Service Operations team, fostering an environment in which the team fully engages in achieving Council’s objectives.
- ownership of the planning and implementation of privacy and facility defences against security breaches and vulnerability issues and for auditing of existing systems, administration of security policies, activities, and standards.

**About you**

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We highly value business acumen and cost control measures across consumption-based technologies, ICT sourcing, and program delivery. In addition, strong influencing and stakeholder management skills, a leadership style that embodies Council's Leadership Blueprint and a relevant tertiary qualification in an applied discipline, preferably at a postgraduate level; is highly desired.

As the Manager, ICT Service Operations, you will be responsible for driving excellence in customer and employee experience, providing responsive support