El 1 - Ict Service Manager

4 days ago

Canberra, Australia Australian Government Full time

$111,441 - $125,705 (plus Super)
- Canberra - ACT, Laverton - VIC

**The Role**
We are seeking a motivated ICT Service Manager to join the Directorate of Enterprise Cloud Services, which supports JCG to deliver Cloud solutions for the Defence community. As an ICT Service Manager, you will be responsible for overseeing the delivery of IT service management and ensuring effective operation for Defence Group and Services. You will work closely with stakeholders to understand their needs, identify areas of improvement, and implement solutions that enhance the overall efficiency and effectiveness of our Cloud Service Offerings. If you are a pro-active problem solver, with a passion for delivering exceptional ICT services, we would like to hear from you.

Key responsibilities for the Service Manager include:

- 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.
- Responsible for the creation and execution of Key Performance Indicators and Service Level agreements.
- Has experience in the creation and maintenance of Customer Journey Maps and Service Catalogues.
- Sets strategic direction and takes responsibility for the full range of client service functions, including customer experience management, frameworks for service standards, and operational agreements.
- Draws upon knowledge of key performance indicators and contractual obligations to drive performance, service improvement and improve efficiency.

**About our Team**
Would you like a Service Manager role supporting Defence to implement and deploy Enterprise Cloud Service Solutions that safeguard Australia and its national interests? Do you have excellent organisational and interpersonal skills and a flair for achieving high quality service delivery outcomes? If so, this is the job for you.

To be successful in this role you will:

- Have a keen eye for detail.
- A developed problem solving and issues management skillset.
- Experience in ITIL.
- Be capable of working with a wide variety of customers and stakeholders.
- Be able to work in a fluid environment by remaining flexible, agile and adaptable.
- Have a good level of computer literacy including desirable experience in Cloud Solutions.
- This position has people management responsibility and as such you will be required to exercise people management skills and knowledge to lead a high performing and cohesive team.

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