Network Change Manager

WHY BAI COMMUNICATIONS
At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone.

When disaster strikes, reliable communication is essential. In New South Wales, we are responsible for operating and maintaining one of the world's largest critical communications networks. More than 50 emergency services agencies and utilities rely on the highest level of accessibility, even in the harshest environments. The NSW Telco Authority is responsible for coordinating the Public Safety Network (PSN) and has entrusted us to maintain its network across 400+ sites and counting. We monitor an average of 570,000 calls per day.

We are incredibly proud of the commitment, hard work and leadership of our people. Our trusted Field Service teams ensure continuity of our network. Our highly skilled Operators keep the public informed during times of crisis and react quickly to changing operational requirements of a demanding complex network. Our deep engineering, delivery and operational capability make us the partner of choice for the government and industry stakeholders alike.

During weather events, such as bushfire or cyclone, our people travel from around the country to support this critical work. We care for our People. We continue to develop world-class solutions for new and emerging technologies. This includes planning for future network improvements which allow our customers to take advantage of technology innovation.

LET'S EXPLORE THE ROLE
The Change Manager orchestrates the entire lifecycle management of all changes to IT and Network Services, ensuring strict adherence to ITIL best practices. This role is pivotal in mitigating risks to network stability, security, and efficiency, thereby enhancing the quality of service and value delivered to Agencies utilising the NSW Public Safety Network (PSN). Effective communication among a broad group of stakeholders and seamless maintenance of business operations are imperative components of this role.

Key Responsibilities:

• Coordinate all inbound and outbound customer communications, dealing with all requests for change and planned/unplanned outage notifications.
• With the support of Service Management, drive a Continuous Service Improvement Plan for Technical Change Management and share progress across the business.
• Ongoing review and updates of the Technical Change Management processes, and technical training to support the onboarding of PSN personnel and customers.
• Ensure all options have been considered to eliminate or reduce the impact of a Change prior to requesting approval from Emergency Service Organisations.
• Schedule and chair the Change Advisory Board, ensuring all associated documentation is prepared including the Forward Schedule of Change, and planning for customer and network embargos.
• Ensure implemented changes are monitored during the defined stability period before being accepted into Operational Support and failed change reports are completed thoroughly meeting the requirements of the contract.
• Conduct Contractual SLA (Service Level Agreement) Ratification sessions and provide input to the Weekly Operations, Monthly Service Assurance, and Situational Awareness reports and meetings.
• Coordinate and liaise with Field Services to manage scheduling of all Planned Maintenance and ensure compliance with Site Access requests.
• Point of escalation for emergency Change requests in business hours, ensuring thorough handover to the NOCC as required for after-hours support.
• Monitor the quality of peer review assessments, updates to Asset and Configuration Items, ensuring the correct groups are engaged and continuously improve.
• Participate in process maturity, ISO270001 audits, raising risks and hazards, and planning and acting of roles for continuity exercises.
• Work closely with the Customer Service Manager to support the Mobile Radio Asset service, optimising availability during Change implementation and customer satisfaction.
• Co-lead with the CSM Organisational Change for the Critical Communications team, supporting the businesses goals and objectives. As required undertake related project management tasks.
• Provide subject matter expertise across other Business Units / Customers and develop a good understanding of other Service Management roles to be able to fill in as required.
• Support and co-lead with the Vendor Manager to ensure effective compliance and governance of all vendors on behalf of NSW TA, with shared accountability for vendor oversight as the function evolves.
• Support and, when required, step into the Vendor Management, Risk Management and Customer Service Management roles to provide continuity and maintain governance of risk registers, and leadership of the Helpdesk.

LET'S HEAR ABOUT YOU

• You will be experience in Change Enablement under ITIL processes, preferably within ServiceNow.
• Have prior experience in management and leadership of customer facing staff.
• Previous experience working in a NOCC / Customer Service environment will be advantageous.
• Experience working with Government and Public Safety infrastructure and customers will be favourably considered
• Intermediate technical knowledge of managing and operating mission critical Emergency Radio Communications system is required
• You will be confident in your communication, written and verbal and comfortable to manage stakeholders internally and externally at all levels.
• PRINCE II/Agile Project management experience would be an advantage
• ITIL 4 Foundation or equivalent is a must
• This role requires on-site attendance five days a week and is unable to be performed remotely or from home due to the nature of the role.
• Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment

BENEFITS & CULTURE
At BAI, we embrace difference, and we welcome applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability and members of the LGBTQIA+ community.

We stand for being courageous and doing what matters, living by our core principles; One BAI Team, Customer First, Adapt and Learn and Drive Sustainable Growth, you will be provided with every opportunity to thrive at BAI.

Some of the reasons you should consider working with us include:

• Our people and a genuine sense of inclusion and belonging with a dedicated Diversity, Equity and Inclusion strategy, Champion Network, membership with the Diversity Council of Australia and access to resources and events.
• A Gender Pay Gap of 3.7% (median total remuneration)
• A focus on personal and professional development with an established performance framework and access to LinkedIn Learning.
• Access to flexible working arrangements, gender-neutral paid parental leave, study leave, purchased leave and charity and volunteer leave.
• A wellbeing agenda that includes access to health insurance, life, TPD and salary continuance insurances as well as an Employee Assistance Program and regular health care checks
• Rewa

rding high performance through a Performance Recognition Scheme and peer recognition program
- Access to a number of corporate rates and discounts and Novated Car Leases through SG Fleet
- We love that many of our new hires find their way to us via our Referral Program. This speaks volumes about our culture; and the employee compensation is just a great by-product

BAI Communications is a workplace where everyone can feel a sense of inclusion and belonging. If we can better support you to overcome any barriers during the selection process, including adjustments to the recruitment process or an alternative application pathway please contact recruitment

Want to learn more? Hit apply now

Agencies, please note: All BAI vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will contact our preferred agency partners, Thank you.