Aps 6 - Service Assurance Manager

4 days ago

Melbourne, Australia Australian Government Department of Defence Full time

$85,607 - $97,790 (plus Super)
- All Defence Melbourne Metro locations - VIC, Bandiana - VIC, Puckapunyal - VIC

**The Role**
The Service Assurance Manager (SAM) is the regional lead for the Assurance and Governance services for their respective Region. The SAM will lead the performance monitoring strategy for the delivery of all Regional ICT Services in order to achieve an effective use of resources to meet user requirements and conform to government policy. The SAM will also lead the delivery of assurance activities for CIOG that requires a Regional presence.

The SAM will be required to have a high level of stakeholder engagement skills, and the ability to analyse and draw accurate conclusions and then recommend improvements or adjustments in priorities in order to achieve agreed user and business outcomes. The SAM will work independently and with discretion to investigate information from diverse sources, exploring innovative approaches to support the longer-term business objectives and monitor service level agreements to exercise initiative and judgement to achieve results.

**About our Team**
The Directorate of Regional ICT Services (DRICTS) acts as the Chief Information Officer Group (CIOG) representative for all products and services delivered to Defence regional bases and sites across Australia and internationally. The Directorate is specifically responsible for Deskside Support Services, Audio Visual Support Services, End User Advocacy and Relationships, Regional Project Support, Communications Security Services (COMSEC) and Regional Assurance and Governance Services.

Our team comprises a mix of Australian Public Service (APS), Australian Defence Force (ADF) and Contracted personnel located across approximately 56 major Defence bases Australia wide. We also have an Overseas Region where opportunity exists for APS to rotate through the United States of America and France.

Our Culture is one that is driven by a "One Team" approach "To be the most dedicated, trusted and proven Directorate to Customer Success in CIOG".

Our Mission is to advocate on behalf of our customers the efficient and effective delivery of Enabler Services with specific emphasis on CIOG provided services across all regions both nationally and internationally with the intent on improving the customer experience.
- Excellent interpersonal skills with the ability to communicate clearly and negotiate with influence;
- Demonstrated ability to influence positive outcomes in a complex Service Delivery environment;
- Strong leadership skills;
- The ability to analyse and interpret data from multiple sources in order to make recommendations;
- Previous experience in a governance or compliance role which includes monitoring or measuring performance outcomes;
- An innovative approach to your work that applies holistic thinking and continuous improvement of our process;
- A high degree of self-motivation and a positive attitude to change.

In this role you will work within a framework of legislation, established principles, work practices and procedures in support of Defence missions and business objectives. You will work with reasonable discretion to investigate information from diverse sources and explore innovative approaches to support the longer-term business objectives. You will plan, implement and review ICT service activities to meet customer and business requirements and may monitor service level agreements and will exercise initiative and judgement to achieve results.

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