Radio Services

As a Service Management Specialist reporting to the Delivery Manager of the Frontline Technology Domain, you will be responsible for the implementation and delivery of end-to-end services. Your focus will be on delivering reliable, high-performing IT services, ensuring that our critical infrastructure supports day-to-day police operations effectively and efficiently. This is a unique opportunity for someone passionate about service management and continuous improvement in an agile, mission-critical environment.

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.

**About the role**:
The Service Management Specialist role sits within Operational Technology and is part of the Frontline Technology Domain.

Your role accountabilities will be:

- Provide leadership and manage the efficient progress of ICT Domain initiatives through all phases.
- Provide high level specialist advice, identify, and evaluate strategic issues and risks and develop contingency plans and solutions to ensure quality outcomes, consistency, and standardisation of services.
- Actively plan, monitor, manage and deliver initiative objectives and outcomes to ensure initiatives remain within their agreed budget, scope, and timelines.
- Ensure the delivery of product changes and enhancements in the allocated ICT Domain are managed effectively and deliver the agreed service requirements in accordance with the value management framework.
- Engage with internal delivery teams, delivery partners and external consultants to implement changes and new additions to ICT products and services. Manage changes, and enhancements to ICT products and services, including overseeing change requests.
- Facilitate and coordinate business analysis, requirements gathering, backlog management and prioritisation for ICT product enhancements, developments, and defect resolution.
- Ensure that information management, security and privacy, and quality assurance procedures are accurately implemented and maintained to ensure the integrity of the controls environment and compliance with Victoria Police standards and procedures.
- Support a culture of security and governance by adhering to all security, privacy or associated patterns, policies, or standards. Ensure the safe handling and management of Victoria Police data and systems, including engaging with broader teams to ensure outcomes delivered are secure by design and meet operational security expectations.
- Lead collaborative and planning processes, aimed at prioritising the work that needs to be done against the capacity and capability of the team.
- Actively participate in the agile delivery community and provide specialist advice on process maturity and updated best practices across the organisation and industry.
- Maintain key partnerships with internal stakeholders, service providers, other Government Departments, and their associated agencies and manage communications and negotiations, consistent with organisational policies, requirements, and frameworks.

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

- Extensive senior project management and delivery experience in all elements of a project cycle including the development of detailed project plans, governance, reporting, implementation, and post implementation reviews.
- Demonstrated ability and commitment to continuous improvement and innovation across areas of responsibility. Experience in the use of agile and waterfall methodologies to deliver key initiatives and continuous improvement.
- Demonstrated record of sound financial management and ability to ensure projects are delivered within agreed budget and strict timelines.
- Proficient in ServiceNow and sound knowledge in The Information Technology Infrastructure Library (ITIL) Frameworks
- Proven experience in imbedding security, risk management and governance as part of operational deliverables within a protected level security and privacy environment.
- Demonstrated ability to engage with broader teams to design and deliver operational security controls and processes in line with security by design, including reporting and managing remediation of noncompliance to meet Victoria Police security obligations.
- Possess a high-level interpersonal acumen including excellent written and oral communication skills, the ability to build and maintain strong relationships and a high degree of responsibility, professionalism and courteousness when dealing with stakeholders.
- Demonstrated experience and advanced comprehensive in-depth knowledge and expertise in developing, maintaining and continuously improving service functions or capabilities in accordance with business requirements, industry recognised frameworks, standards and systems within a large, highly complex environment.
- Ability to engage, negotiate and collaborate with cross-functional teams to understan