IT Service Manager
4 hours ago
OVERVIEW OF THE ROLE
The IT Service Manager position is part of the Information Technology (IT) Section within the Information
Services Department. The IT Section manages and develops the Gallery's information communication and
technology (ICT) services both in the office and when staff are away from the office and emerging information
technology requirements to meet our strategic and business needs.
The section provides the full suite of ICT services to enable all Gallery staff to access our IT network. This
includes the applications we manage both on-premises and in cloud environments, and to enable reliable and
safe devices for all staff to increase productivity and mobility.
This is a pivotal role, leading the IT Service Desk team and Service Management function for the National
Gallery. This role will lead a fundamental project to build our service management capability including
development of Service Catalogue, ITIL processes to be built into our Service Management tool, redesigning
how these services will be delivered to staff including change management and communication.
Working in a small team the role will provide you with experience across all facets of IT Service Management,
vendor management, ICT procurement, budgets and costings, infrastructure, end user computing, IT and
digital projects. As well as contributing to the National Gallery's strategic direction including the development
of written briefs and presenting to the National Gallery's Executive team, responding to audit
recommendations and contributing to the forward work plan for the IT team.
This position reports to the Chief Information Officer (CIO) and is responsible for ensuring the day-to-day
operations of the ICT section operates efficiently, is well organised and supports the CIO in delivering high
quality outcomes and cost-effective services for the National Gallery.
The key duties of the position include:
DUTY STATEMENT
In accordance with the APS Executive level 1 work level standards, you will have the following key
responsibilities:
- Lead the IT Service Desk team and Service Management function including external providers.
Provide technical support for level 2 and 3 escalations.
- Actively contribute to the National Gallery's strategic direction and implementation of suite of ICT
strategies, in particular the ICT Infrastructure and Service Management action plan.
- Implement key improvements to the Service Management functions build our service management
capability including development of Service Catalogue, ITIL processes to be built into our Service
Management tool, redesigning how these services will be delivered to staff including change
management and communication.
- Ensure effective risk management plans and policies for information systems are in place, monitored
and updated regularly. Uplift IT Service Management processes for change, incident and problem
management.
- Manage vendor relationships and service contracts for delivery of hardware, software, infrastructure
and support services and evaluate and report on the provision of these services.
License management across M365, Adobe and other products.
Support business system administration staff and business system projects.
Undertake procurement and financial management activities including financial acquittals.
Contract management including of our managed service provider.
Lead and deliver ICT projects and actively contribute to Gallery-wide projects.
Provide high level advice to a range of internal and external stakeholders, including written and oral
briefs to Executive and Council. Represent the Gallery internally and externally.
Eligibility
ELIGIBILITY
Qualifications, Certifications and Registrations:
Australian Citizenship
Police check
Security Clearance – Negative Vetting 1 (NV1)
Relevant qualifications in IT, ICT or other relevant fields is desirable
Notes
HOW TO APPLY
You should provide a tailored CV (maximum of three pages) along with a statement of no more than one pages that outlines your skills, capabilities and experience, against the 'Overview of the role' and 'Our ideal candidate' information above.
In your statement response you should keep in mind the capabilities and behaviours required to be successful for this role, as identified in the 'Who are we looking for?' section.
Further, try not to duplicate information that can be found in your CV, but do highlight any specific examples or achievements that demonstrate your ability to perform the role.
Getting to know the National Gallery of Australia
The National Gallery is one of Australia's leading visual arts institutions. The National Gallery is based in Canberra and is a vital part of the Australian cultural landscape. Our Purpose is to collect, preserve, promote and share the national collection of art. The Vision of the National Gallery is to be the international reference point for art in Australia, inspiring all people to explore, experience and learn. Our Values include Boldness, Integrity, Respect, and Excellence.
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