Ict Operations Manager

About TAFE Queensland
TAFE Queensland is proud to be the largest and most experienced Vocational Education and Training provider in the State. For more than 140 years, TAFE Queensland has delivered practical and industry-relevant training to provide students with the skills and experience they need to build lifelong careers. We have recently been named the State Winner of the 2021 Large Training Provider of the Year at the prestigious Queensland Training Awards. Our training is delivered to students and apprentices on-site, online, in the workplace, or on-campus to give people the skills they need to enrich their communities, support their industries, and strengthen their local economies.
By working at TAFE Queensland, you can be part of a highly experienced workforce closely connected with their industries and dedicated to delivering best practices and innovative training.
Your Opportunity
As the ICT Operations Manager, you will oversee and support the day-to-day operational responsibilities for the ICT Enterprise Infrastructure team. This includes incident, change and problem processes in an efficient and effective manner, customer and vendor relationship management, the development and implementation of new processes, practices, policies and/or systems and provide timely and appropriate information and recommendations to support high-quality decision making.
The ICT Enterprise Infrastructure team manages and delivers day to day and future core enterprise solutions. Enterprise infrastructure consist of 5 major work units:

- Networks
- Cloud and Server
- Identity Management
- ICT Operation
- Solutions Architecture

This position reports to the Director, Enterprise Infrastructure Services.
This is a Permanent, Full-Time opportunity.
The position will be based primarily at Mount Gravatt, however you may be required to perform work at other TAFE Queensland campuses.
Key Responsibilities
- Lead and coordinate ICT operational activities to ensure high-quality day-to-day operation of ICT infrastructure.
- Provide oversight of ICT managed service providers in the delivery of ICT operational services to ensure high-quality and timely ICT service delivery.
- Track the performance of ICT services both internal and from managed service providers to ensure service levels are met and business areas are positively impacted.
- Drive ICT infrastructure risk management to ensure risks are appropriately assessed, prioritised and mitigated in line with TAFE Queensland's risk appetite.
- Take primary responsibility for enterprise backup and recovery to ensure it operates effectively and supports the business for business needs and recovery against failures and incidents.
- Lead the automation of ICT operational tasks to minimise effort and maximise consistency of implementation.
- Lead the implementation and integration of ICT monitoring technologies.
- Provide oversight of ICT change activities in the production environment and drive change success and quality.
- Lead the execution of key ITIL discipline areas including problem management, incident management, capacity management, availability management, and release management.
- Engage and communicate with TAFE Queensland business areas to ensure all operational impacts are understood, agreed and minimised.
- Collaborate with other teams in ICT Enterprise Infrastructure and across ICT bringing ICT operational support to contribute to shared success.
- Ensure all work is closely aligned with TAFE Queenslands strategic vision and operational plans.
- Provide leadership across multiple teams, both within the team and from various vendors, as required to achieve the outcomes agreed with the customer.
- Promote adherence to all policies, standards, change management and processes.
- Actively contribute to the preparation of plans, approaches, and timeframes for the delivery of new ICT policies, standards and solutions that will support effective ICT operations.
- Maintain and develop relevant professional knowledge and skills

How you will be assessed
The ideal applicant will be someone who has the following key capabilities:
1. Demonstrated and applied knowledge of operational frameworks, methodogies and disciplines that enable continuity of services and continuous improvement in line with broader objectives.
2. Demonstrated ability and relevant achievement in the leadership of ICT infrastructure initiatives including scoping, planning, scheduling, and implementing technical solutions within timeframes and budgets.
3. Proven high-level of skill in leading, managing and developing technical staff and establish and manage professional networks with internal and external clients, vendors, and key stakeholders.
4. Demonstrated analytical skills and an ability to identify and address customer problems in developing effective solutions in a large and diverse organisation within timeframes, objectives, and quality requirements.
5. Highly developed communication and interpersonal ski