Service Management Support Officer

6 days ago

Canberra, Australia Department of Agriculture & Water Resources Full time

APS 6 - $85,833 - $97,454 per annum plus superannuation
- Digital Services Division
- Canberra, ACT

**Who we are**
The ICT shared services being provided by the Department of Agriculture, Fisheries and Forestry (DAFF) range from the infrastructure and platforms that form the basis of the department’s ICT network through to the delivery of end user requirements including a standard operating environment, software and hardware. The Shared Services section will be an important interface between the external customer agency’s contact points and DAFF, managing customer engagement, communications and issues escalation, governance, memorandums of understanding (MoUs), the ICT Service Catalogue, the ICT shared service cost and pricing models and related customer billing and invoicing.

**The Jobs**
Duties include:

- building productive relationships with a broad range of internal and external stakeholders to identify opportunities, achieve outcomes, facilitate cooperation, and drive adoption and transition to the new ICT Operating and Shared Services model
- drafting high-quality, timely, written communication and advice to support engagement and program activities including but not limited to drafting presentation material, briefing notes, policies, procedures, guidelines and preparing communications materials for a range of audiences
- assisting with service management activities relating to the delivery and adoption of the ICT Operating and Shared Services Model including monitoring, tracking, and reporting on program plan objectives and targets
- engaging in planning and implementation activities to improve business management process and practices and delivering on the objectives of the transition to the new ICT Operating Model
- managing secretariat services for various forums including setting agendas, preparing meeting papers and minutes, managing meeting details, and leading discussions when required.

**What we are looking for**

**Knowledge and experience**
The successful applicants will have:

- experience in policy development, process improvement, delivery of programs, and projects/change initiatives
- experience in an ICT environment and working with Senior Executives (highly regarded).

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