Manager, Service Transition

**The role**: Reporting to the Program Director, the Manager Service Transition is responsible for ensuring that the delivery of transition processes is structured, have permanency and are continually improved to increase productivity, reduce risk, and create value for eHealth Queensland's customers through high quality ICT services.

**Key responsibilities include**:

- Manage the cyber security programs transition management processes in ensuring they meet the needs of eHealth Queensland's service owners, customers, and support teams
- Update and maintain the framework for Transition Management, ensuring that the process provides a timely resolution of transition management issues that it provides a consistent, robust, and repeatable processes to minimize the impact of transition-related activities upon service quality, and improve eHealth's operational and delivery efficiency
- Identify, track and report transition management deliverables such as Support and Target Operation Models, Training Plans, OPEX funding and resourcing and products across the investment and delivery lifecycle
- Take responsibility for transition management compliance, performance and improvement of individual processes and requirements. For each of these processes:

- Develop and maintain standard user documentation (e.g., procedures, FAQs, guidelines)
- Provide guidance and training to ensure high levels of understanding and compliance exist
- Optimise transition management toolsets to standardise and automate the processes as much as possible
- Measure and report process outcomes and performance against the defined metrics
- Develop and maintain a transition management maturity roadmap for the process
- Develop and maintain collaborative relationships across internal branches to ensure an end-to-end focus exists for all transition management processes. This includes advocacy and support for standardisation, continual improvements and embracing innovation and new ways of delivering our services
- Develop capacity planning reporting to ensure any new services are resourced appropriately
- Maintain an up-to-date understanding of wider transition management strategies, objectives, and industry trends in IT service management.

Are you right for this role?To be successful in this role you will:

- Demonstrated high level understanding of Transition Management and delivery best practice framework applicable to a large ICT customer service delivery organisation
- Demonstrated ability to design, implement and promote Transition Management processes within a large, complex service delivery organisation
- Advanced interpersonal, communication, negotiation, consultation, and collaboration skills incorporating the ability to liaise and consult effectively with personnel at all levels within and external to eHealth Queensland
- Demonstrated high level organisational skills including the ability to establish own work priorities and manage time effectively, whilst remaining flexible to respond to changing needs in a busy environment
- High level oral and written communication skills, including the ability to compile complex reports, briefs, correspondence, and submissions on behalf of the Program
- Demonstrated high level research, analytical, conceptual, and problem-solving skills including the proven capacity to initiate appropriate strategic and operational responses to key issues affecting the enterprise
- Highly developed stakeholder engagement and management skills with the ability to build strong relationships with both internal and external stakeholders
- Demonstrated ability to lead, manage and mentor staff committed to the delivery of a diverse and dynamic work program to achieve positive service outcomes for customers while effectively managing conflicting demands and tight timeframes.

**Benefits of working with eHealth Queensland**: By joining eHealth Queensland, you will work within a fast-paced, challenging and supportive environment where every employee plays a critical role in our ongoing success.

**You will enjoy a variety of benefits, including**:

- Competitive salary + generous superannuation and leave loading
- Flexible working arrangements
- Diverse work culture
- Career training and developmentThis work is licensed under a Creative Commons Attribution 3.0 Australia License.