Ict Manager Operations and Service Delivery

Full-time, Ongoing, EL 1 position
- $110,115 - $120,025 p.a. plus 15.4% superannuation
- Australia’s leading museum located waterside in beautiful Darling Harbour

The Australian National Maritime Museum is seeking a highly experienced ICT Manager, Operations and Service Delivery with strong leadership skills and technical expertise to join our ICT team in this full-time, ongoing Executive Level 1 position.

As one of Sydney’s most visited museums, the Australian National Maritime Museum shares our national maritime story across Australia and the world, online, onsite and through research, presentations and travelling exhibitions, and provides must-visit museum experiences that delight and inspire.

We connect our visitors with the oceans and waterways that are the heartbeat of who we are. From deep time to modern Australian and beyond, we explore our past, our present and future as an island nation shaped by sea, offering a sustainable and cohesive vision for the future.

The Museum welcomes over 2.5 million local, interstate and international visitors annually, and is supported by a thriving and passionate staff, membership, volunteer and education base. Find out more at sea.museum.

The ICT Manager, Operations and Service Delivery is a member of the ICT Team. This role supports all Museum stakeholders and third-party providers, while ensuring the smooth operation of all ICT systems. Responsibilities include managing the throughput, resolution and handling of escalated incidents and requests while maintaining a service-oriented culture within the team.
- Please note: This recruitment process is intended to fill both current and future vacancies. While the position on offer is ongoing, a merit pool of suitable applicants may be established to fill similar ongoing and non-ongoing positions within the next 18 months._

**Key Accountabilities**
Under broad direction, this position is responsible for delivering the following functions:

- Provides technical management of ICT operations and service delivery requests, ensures operational issues are identified, recorded, monitored, and effectively resolved.
- Ensures a positive customer support experience, with timely resolution or escalation, communicating promptly on progress and handling customers with a professional approach.
- Maintain a continuous lifecycle of all ICT assets, services, and technology to keep the museum current and ensure the systems are fit for purpose and support innovation.
- Ensure service levels are met, while ensuring positive relationships with managed service providers and vendors.
- Identifies and manages resources for planning, developing, and delivering ICT systems and services.
- Manage and maintain the Cyber Security Framework in line with ACSC, PSPF and the ISM.
- Manage the design, procurement, installation, upgrading, operation, control, maintenance scheduling, and effective use of IT infrastructure components while monitoring their performance in collaboration with third-party providers. This includes develop and implementing procedures and associated training plans for Museum systems to ensure appropriate use.
- Provides appropriate status and other reports to stakeholders and interested parties, whilst ensuring relevant policies and procedures are maintained.
- Ensures operational procedures and working practices are fit for purpose and current. Including researching and managing the adoption of appropriate tools, techniques, and processes (including automation) to manage systems and services.
- Provide strategic and operational advice for all projects, including public-facing elements, while supporting the Head of Technology in ensuring effective operational ICT security, data protection, recovery, and encryption in line with audit recommendations and industry best practices. Provide budgeting and capital expenditure advice to support strategic objectives.
- Work collaboratively with the ICT team and perform other duties as requested by the Head of Technology.

This role involves occasional after hours and evening duties (both remotely and onsite) for events such as meetings, systems upgrades, unresolved critical issues, and system failures. This includes backfilling for weekend support where required.

**Selection Criteria**
- Demonstrated ability to work effectively with stakeholders to determine new or improved ICT services requirements.
- Demonstrate a high level of leadership, adapt well to changing circumstances and remain calm under pressure.
- Independent problem-solving skills with the ability to resolve problems promptly and efficiently.
- Highly developed interpersonal skills, able to communicate verbally and written effectively with a range of client groups, including internal and external stakeholders.
- Reliable and punctual; able to be flexible with working hours as necessary; this role involves occasional after hours and evening duties (both remotely and onsite) for events such as meetings, systems upgrade