Change and Release Manager

About us

The Queensland Fire Department (QFD) provides fire prevention, preparedness and response services to fire in the built and landscape environments, as well as scientific and specialist capabilities to Queensland communities. The QFD provides a multi-hazard emergency response, including road crash rescue, bushfire, hazardous material, technical and vertical rescue, severe weather incidents, remote and swiftwater rescue, and provides a number of functions supporting community safety outcomes.

The department encompasses Queensland Fire and Rescue (QFR), Rural Fire Service Queensland (RFSQ), as well as the broader department which work together to pre-empt, prevent, mitigate and manage the consequences of fires and other emergencies on Queensland communities and support our large volunteer membership across the state.

The QFD is an organisation that is focused on reframing the department's relationship with Aboriginal and Torres Strait Islander peoples, communities, and organisations through the Path to Treaty, Closing the Gap and building our cultural capability.

Purpose of role

A part of delivering the Service Management and Operations vision is to lead and drive the day-to-day delivery of Information Communication and Technology (ICT) service desk and regional support services and programs. The Service Management team is responsible for managing effective change and release process for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the departments strategic operational and business requirements.

Reporting to the Executive Manager, you will play a critical role in managing changes and releases across all controlled environments within the department. You will provide expert advice on change enablement and release management processes in line with ITIL4 principles. You will be responsible for developing, implementing, and maintaining robust processes to ensure a smooth and efficient change and release function within QFD.

Key requirements

Highly desirable requirements
- 5+ years of experience demonstrating a practical knowledge of Change and Release Management within an IT service environment.
- Experience and qualifications in the ITIL 4 Service Management framework, including certification in ITIL 4 Practitioner: Change Enablement would be considered highly desirable.
- Tertiary qualification in Information Technology or relevant industry experience.

Your key accountabilities

Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:

- Represent QFD as the primary contact and management focus for the documentation, communication, processing, coordination, management, and risk mitigation of all changes and releases, with multiple broad and diverse stakeholders..
- Lead and chair the various Change Advisory Boards (CABs) including any Emergency CABs within QFD
- Develop, implement and maintain internal technical documentation, manuals, policies, and processes at an enterprise level, ensuring effective and efficient governance arrangements are in place to manage and maintain QFD's change and release management function.
- Manage and maintain a comprehensive forward schedule of change to track planned changes and releases and minimise the potential for scheduling and resource conflicts.
- Generate regular reporting on the performance and effectiveness of the various changes and the change management process itself.
- Review and analyse change and release management performance to identify and implement opportunities for innovation and improvement that create and extend business benefits, optimise cost and performance of services, and mitigate technical and business risks.
- Develop and maintain consultative relationships and networks with senior management, internal stakeholders, and other government agencies, to stay abreast of contemporary and innovative change and release practices.

Capabilities

To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the "key accountabilities" for this role:
Leadership Competency Stream - Individual Contributor (Leading self)
Vision
- Leads strategically
- Leads change in complex environments

Results
- Builds enduring relationships
- Drives accountability and outcomes

Accountability
- Fosters healthy and inclusive workplaces
- Demonstrates sound governance

Once you join us we will want you to exemplify the QFD shared values:

- Respect
- Integrity
- Trust
- Courage
- Loyalty
This work is licensed under a Creative Commons Attribution 3.0 Australia License.