Service Integration Manager

2 weeks ago

Brisbane, Australia Queensland Government Full time

**Your key responsibilities:
Lead the definition, development and implementation of robust service delivery governance and risk policy, standards, frameworks, and systems to identify, manage and minimise financial, reputational, and service delivery risks.
Manage vendor/provider integration including end to end governance and controls across all contractor and vendor management suppliers to ensure consistency, transparency, and service delivery to expected standards and in adherence with service agreements. (SFIA: SUPP 5)
Lead the definition, development and implementation of robust service delivery governance and risk policy, standards, frameworks, and systems to identify, manage and minimise financial, reputational and service delivery risks.
Deliver a program of work with a view to constantly improving service management outcomes, including working with various business and project stakeholders to translate their business challenges into service workflows.
Maintain knowledge of relevant ITSM policies and guidelines, ensuring ITSM / ITIL standards are met and ITS's ServiceNow function is equivalent to industry best or common practice, also keeping informed of government sector -and industry trends, and legislative and technological innovations through developing and maintaining internal and external networks.
Provide high quality expert advice to ITS staff and other key stakeholders on service integration principals.
Manage service delivery risk and take mitigating action to address those risks.

Technical skills, abilities, and cultural capability:
Specialist advice required to provide authoritative advice and direction in IT Service Management.
Negotiation skills required to negotiate with vendors/providers so that they comply with service delivery governance.
Skills required to manage vendors and suppliers to ensure they meet standards outlined in current and new contracts.
Analysis and reporting skills required to develop metrics for performance monitoring and develop reports to report on those metrics.
Project management skills required to manage the problems that arise in service delivery and work towards solutions to mitigate the problem.
Service level management experience required in agreeing targets for service levels and assessing, monitoring and managing the delivery of services against the established targets.
Experience in managing stakeholders with competing priorities and delivering a successful outcome.
Experience in managing small IT projects/activities and meeting deliverables.
Experienced in managing vendors through problem identification and working with them on solution development.
Extensive IT Service Management (ITSM) and service integration experience.
Experience in implementing enhancement and configure the solution to meet service workflows in ServiceNow.

Applications to remain current for 12 months.
Job Ad Reference: QLD/622151/25
Closing Date: Monday, 10 March 2025
This work is licensed under a Creative Commons Attribution 3.0 Australia License.

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