Service Design Manager

2 days ago

Canberra, Australia Rubix Solutions Full time

$ 1000 / $1200 per day
- NV1 clearance, defence work
- Long-term project starting soon

The Service Design Manager will work within the Systems Integration and Operations (SIO) area of the War fighting Networks and Applications Support Organisation (WSO), War fighting Networks and Applications Branch, ICT Delivery Division, Chief Information Officer Group, Department of Defence. The Service Design Manager will be responsible for managing, coordinating and leading the Service Delivery Team in developing and delivering IT services that meet organisational requirements and ITIL best practices. The Service Design Manager will ensure that all services are designed with consideration to service level agreements, availability, capacity, security, and continuity requirements. The Service Design Manager will collaborate with broader CIOG teams to ensure that service designs are effectively implemented and transitioned into production.

**Key Responsibilities**:

- Manage, coordinate and lead the Service Delivery Team in developing and delivering IT services that meet organisational requirements and ITIL best practices.
- Ensure that all services are designed with consideration to service level agreements, availability, capacity, security, and continuity requirements. - Collaborate with broader CIOG teams to ensure that service designs are effectively implemented and transitioned into production.
- Lead Incident and Problem team in relation to the support of the WNA systems.
- Lead planning, strategy development and engagement in operational support areas to plan and implement support services for WNA.
- Report on and provide advice to stakeholders and Project Senior Leadership Team on incidents that are encroaching/encroaching the agreed Service Level Agreement.
- Author, review, and/or contribute to the development and maintenance of service design policies, processes, and procedures.
- Work with internal stakeholders to assess and partner with external vendors and suppliers to understand their capabilities and work collaboratively.
- Work with related project teams and product lines to identify and deliver the support requirements.
- Perform Risk identification, analysis and reduction activities pertinent to support as required.
- Act as overall High Priority Incident Manager in the management and rectification of priority incidents. This is inclusive of ensuring all stakeholders are kept up to date with the correct information regarding rectification.
- Provide advice and guidance on the Defence management lifecycle of mitigating the risk of problems escalating.

**Required Skills and Experience**:

- A minimum of 5 years of experience in IT Service Design including Incident and Problem Management.
- 5 years + of experience within the Defence Industry and hold a firm understanding of the internal workings of Defence ICT and the ITIL framework.
- ITIL v3 or v4 certification.

SFIA Level: SLMO 6

Reports to: Support Services Manager

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