El 1 - Ict Service Manager
1 week ago
$120,303 - $135,701+ up to 15.4% Superannuation (Includes scheduled March 2025 pay increase in accordance with the Defence Enterprise Collective Agreement 2024)
- Various - ACT, Various - NSW, Various - QLD, Various - VIC
**The Role**
The ICT Service Manager is accountable under broad direction to perform and achieve complex to very complex ICT service provision. In this role you will exercise a considerable degree of independence and perform a leadership role. This role requires you to exercise sound decision making and judgement to provide expert policy advice. You will have in-depth knowledge of the ICT service delivery function and are responsible for the development, implementation, compliance and review of policies and procedures relevant to their work within that function. As the ICT Service Manager you will engage in complex to very complex problem solving and issues management and may coordinate and perform detailed or sensitive projects that impact on strategic, political or operational outcomes for Defence.
In this role you will be an exceptional executive leader of an integrated team of Australian Public Service (APS), and contracted personnel, promoting innovation and continual service improvement whilst focused on ICT service delivery, enabling Defence's War Fighter Capability.
You will be specifically responsible for:
- Accountable for managing allocated resources, setting work area priorities, managing workflows, developing strategies and evaluating business outcomes.
- Accountable for managing and leading a team, including providing clear and consistent communication, setting clear performance and behavioural standards, managing performance, delegating responsibility and guiding and developing people.
- Accountable for accurate completion of work within timeframes and quality requirements, share own expertise with others and guide and mentor less experienced employees.
- Responsible for the management and implementation of supplier service improvement actions and programmes.
- Set strategic direction and take responsibility for the full range of client service functions, including organisational frameworks for complaints, service standards and operational agreements.
- Motivate and mentor teams, aligning complementary skills and allocate resources in a manner that delivers results.
- Measure the perception about how services are delivered, how this influences the performance of the supplier and their perception of Defence's performance.
**About our Team**
The Cyber Operations Service Acceptance Team within the Directorate of Service Enablement provides the governance and assurance of new, modified and decommissioned ICT services on the cyber domain.
Our team is an integrated workforce of APS and contracted personnel.
Our culture is one that is driven by a "One Team" approach supported by Defence Values and Behaviours.
Our ideal applicant would be a motivated self starter with the following core skill set:
- Experience in complex ICT service provision
- Knowledge of ITIL Process Management
- Strong interpersonal skills with the ability to communicate clearly and with influence.
- Strong leadership skills and the ability to deliver outcomes across a dispersed geographical area.
- Strong oral and written communications skills.
- A strategic thinker with strong analytical and problem solving skills, including the ability to manage conflict and competing priorities.
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