Senior Service Management Specialist

Position overview

Within the Data and Digital Group, the Service Delivery & Performance Team is responsible for leading the Service Management Capability and maturing of the ITIL based processes that support Enterprise Service Management across the Bureau.

It is also responsible for the development, support, and maintenance of the Bureau's Enterprise Service Management (ESM) system- currently Cherwell provided by Ivanti.

This is utilised across the Bureau of Meteorology for management of all technology incidents and requests, and other ITIL aligned processes required to manage the technology environment within the Bureau. The team takes an end-to-end view of user support and adheres to ITIL best practice for service management.

Based at the Bureau's Melbourne Office, this role with other team members is crucial in leading the Service management capability uplift work currently underway and managing the Bureau's New ESM (Enterprise Service Management) system Neurons.

The Senior Service Management Specialists are expected to lead the maturing and uplift of key ITIL process capability areas including but not limited to Service catalogue, Configuration management, Knowledge management, and Service level management. You will have excellent experience in dealing with internal colleagues and senior leaders, providing expertise, guidance, and practical process knowledge in the ITIL based service management capability uplift.

The appointee will be expected to participate in the development, implementation and continuous improvement of the Bureau's service management capability. A strong record of service management experience in developing ITIL processes and their successful implementation along with excellent communication and organisational skills of a high order are required. The appointee will need to have excellent written and verbal communication skills to liaise with internal colleagues, support teams, vendors and management. The ability to produce and then present ITIL Service management artefacts is also greatly desired.

Role responsibilities

The responsibilities of the role include but are not limited to:

Service Management

• Contributing to the development and implementation of plans, policies, and procedures to increase the value and impact of service management and related activities, including collaboration and integration with other Bureau Programs.
• Provide high-level expertise and technical knowledge to develop and improve service management solutions and articulate the benefits realised by this capability to the Data & Digital Group and the broader Bureau groups.
• Maintaining an understanding of the operational environment, within which the Service Management Program functions, and actively contribute to routine reporting on key performance metrics.
• Engaging and collaborating with key stakeholders on the Service Management Program to identify service improvement opportunities, achieve stated Program and team outcomes and facilitate cooperation across the Program.
• Participating in the development and coordination of team-level and Bureau-wide training requirements and artefacts. Supporting the development of key ESM artefacts and their adoption across the Bureau

Capability Leadership

• Drive and continually improve the ITIL based Service management capability
• Support the organisational change management teams regarding Service management processes
• Take responsibility for the achievements of one's own and team outcomes, monitoring progress and follow through on activities to deliver quality outcomes with a focus on competency, culture, and cohesion.
• Comply with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct.
• Be aware of, and apply as necessary, the principles and practices of the various elements of the Bureau's Social Justice Strategy.

Mandatory qualifications:

A degree or diploma of an Australian educational institution, or a comparable overseas qualification, which is appropriate to the duties; OR other comparable qualifications, which are appropriate to the duties.

ITIL v3 certification or relevant experience in ITIL process management. ITIL 4 Certification is highly regarded.

Merit pool

The selection process will establish a merit pool that may be used to fill similar positions within 18 months.

How to apply

Applications can be lodged through
the Bureau of Meteorology Careers
.

Your application will consist of resume, contact details for two referees and an '800-word pitch' that considers:

• position overview
• job responsibilities
• selection criteria
• relevant sections of the
  Integrated Leadership System (ILS)
  and
  APS work level standards
  .