Support Transition Manager

**Your key responsibilities include**:

- Identify and develop a new support model and provide strategic expertise to staff and management to ensure transition support activities necessary to establish the new support model are completed as required and ensure both business and technology outcomes are met.
- Work with Corporate Enterprise Solutions and IWFM Program staff to analyse and solve support transition issues to provide innovative strategic solutions for transition requirements.
- Maintain strategic oversight within the program and work in partnership with Corporate Enterprise Solutions and the business in the development of revised Service Agreements and Key Performance Indicators (KPIs) established between Corporate Enterprise Solutions and its customers including performance monitoring and issue resolution.
- Lead the consultation process with third party providers on technology support dependencies which impact the support model as a result of the program.
- Update and/or draft support transition documentation to reflect the new support model to be implemented in conjunction with each stage of new business model rollout, and liaise with the business and technology owners to transition the program materials to their operational maintenance responsibility.
- Identify impacts of the proposed workforce management processes and business model changes on the end-state Corporate Enterprise Solutions support requirements including off-system tools and processes and business continuity plans.

To be successful you will need the following key competencies including:

- High level knowledge and experience of support model development and transition management activities, including support model documentation, service level agreements, business continuity planning and stakeholder engagement and communications, within a large, complex organisation-wide project environment.
- Demonstrated ability to provide high level interpretative advice on support transition activities and support risk mitigation
- Ability to establish and maintain stakeholder relationships to enable effective support transition activities, including the ability to influence key stakeholders and negotiate service levels.
- Proven effective consultation, facilitation and oral and written communication skills, and an ability to work in a team environment.
- Proven highly developed analytical, conceptual and problem solving skills and an ability to coordinate multiple tasks within agreed priorities, timeframes and accountabilities.
- Ability to work autonomously and achieve agreed outcomes.
- COVID-19 Mandatory Vaccination Requirement, It is a condition of employment for this role for the employee to be, and remain, vaccinated against COVID-19 (Health Employment Directive No. 12/21 and Queensland Health Human Resources Policy B70).
- While not mandatory, a relevant qualification would be well regarded in ITIL (IT Infrastructure Library for Service Management) certification.
- We understand that some people may require adjustments to the workplace or the way the work is performed. All applicants are encouraged to advise the panel of any support or reasonable adjustments (i.e. building access, wheelchair access, interpreting services etc.) that may be required.

**How to apply**:
Please provide the following information to the panel to assess your suitability:

- Your resume, including the names and contact details of two referees who have a thorough knowledge of your capabilities, work performance and conduct within the previous two years, and it is preferable to include your current, immediate or past supervisor.
- A one-page covering letter informing the panel of your skills, personal qualities and motivation for applying.
- Please attach relevant qualification and vaccination evidence.This work is licensed under a Creative Commons Attribution 3.0 Australia License.