Radio Services

**About the role**:
As a Service Delivery Manager, you have the key role of maturing the service delivery capability and management of Victoria Police's radio fleet of 13,000 radio devices. You will also have the crucial role of leading a team, setting and upholding delivery & processes and championing our agile ways of working.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

**Service Delivery Manager**
- Build a service delivery capability within the Operational Technology unit to leverage new and improved service enhancements that are offered with the newer technologies on recently upgraded radios g., Radio Wi-Fi deployment, Long Term Evolution (LTE) connectivity, broadband Push to Talk etc.
- Develop a change management capability with external stakeholders and vendors for planned changes, outages, notifications and implement appropriate workflows to manage and provide service governance.
- Develop robust testing framework to assess newer technologies, and provide recommendations on device suitability and operational effectiveness and Monitor radio technology functionality for opportunities to improve operational efficiencies.
- Work with vendors to develop solutions and seek resolution to complex radio communications problems and provide support to continuous improvement and continuous development

The Service Delivery role for Radio Services exists within Operational Technology and is part of the Frontline Technology Domain. The growth and complexity of radio services including the introduction of newer technologies within the current radio fleet has identified the need to build an enterprise radio services delivery model and technical capability within Victoria Police.

The role will focus on maturing the service delivery capability within the Victoria Police radio fleet of 13,000 radio devices. As the service delivery manager, you will be responsible to manage the radio fleet of approximately 13,000 newer upgraded devices. You WILL be required to:

- Build a service delivery capability within the Operational Technology unit to leverage new and improved service enhancements that are offered with the newer technologies on recently upgraded radios g., Radio Wi-Fi deployment, Long Term Evolution (LTE) connectivity, broadband Push to Talk etc.
- You will be required to develop and manage an end-to-end service delivery capability to ensure radio related services including encryption, talkgroups & radio channels are managed via ServiceNow (SNOW).
- Develop a change management capability with external stakeholders and vendors for planned changes, outages, notifications and implement appropriate workflows to manage and provide service governance.
- Engage with internal delivery teams, delivery partners and external stakeholders to implement new radio changes into the ICT and new radio additions to ICT products and services.
- Provide advice and recommendations in respect of the analysis of network performance, proposed network changes, analysis and diagnosis of system faults to improve workflows for radio encryption services.
- Develop a robust governance and monitoring capability to ensure device are effectively managed to deliver optimum operating performance, this includes:

- Test Framework -Firmware Regression Testing and Acceptance of devices/accessories.
- Maintain the Radio Fleet map & Channel plans
- Manage and provide service governance on radio network changes with key stakeholders and vendors.
- Provide radio support and guidance across the various stakeholder groups including both ICT service delivery teams and Operational divisions within Victoria Police.
- Provide a technical liaison and support framework and liaise with other key stakeholders within the organisation on product performance.
- Develop a strategic technical capability within the organisation to manage the growth and complexity of newer technologies within the radio network environment.
- Develop a robust testing framework to assess newer technologies, undertake assessment and provide recommendations on device suitability and operational effectiveness.
- Monitor radio technology functionality, identify and recommend to senior key stakeholders opportunities to improve operational efficiencies.
- Lead as the designated system matter expert and technical reference point and mentor to personnel within the department.
- You will provide technical advice, recommendations, and thought leadership on all technical aspects of radio devices service
- Provide support to continuous improvement and continuous development for all team members.
- Work with vendors to develop solutions and seek resolution to complex radio communications problems.

Victoria Police is a contemporary and agile workplace and supports flexible working arrangements.

You will be part of a supportive and progressive team that supports and enables career development.

**As the successful applicant, you will have**:

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