El1 - Assistant Director, Ict Operations Branch

**Contact Officer**:
**Closing Date**:
**11.59pm AEST, Wednesday 25 June 2025**

**The opportunity we have available**

Organised within the Chief Operating Officer Group within the department, Information Technology (IT) Division's purpose is to connect people and technology, empowering the department to excel.

The division provides the digital collaboration and communications tools necessary to connect a geographically dispersed workforce and to optimise hybrid working arrangements. We manage industry and public facing digital systems, deliver desktop services to over 2,200 staff, support over 30 office locations across Australia and oversee the department's cyber security capability.

The advertised position is for an experienced and proactive EL1 to join our ICT Operations team as the Assistant Director, ICT Service Delivery, managing and maintaining our technology delivery to the department. As part of a dynamic and evolving team, you will play a pivotal role in supporting the organisation's current IT infrastructure, maintaining and improving technology services through continual improvement to delivery approaches. In addition, this role is also a key leadership role within the IT Division.

**What will you do?**

Your key responsibilities will include:

- Build and maintain effective day-to-day working relationships our key vendors, both internal and external, and managed service providers in the delivery of the department's IT infrastructure services.
- Develop a solid understanding of IT Division's business operations, future needs and goals.
- Gather, collate and deliver key metrics, reports and/or dashboards to provide insights into ICT operations processes and performance. This may include:

- Incident, Problem and Service Request Tickets.
- Configuration Management Database (CMDB) management.
- Software, Licensing and Certificate Management.
- Vendor Portal and Contract Service Level Agreement (SLA) Management.
- Ensuring expected services levels are met or exceeded through appropriate monitoring and reporting.
- Coordinate transition of Projects from delivery to ICT Operations.
- Review and enhance Standard Operating Procedures to support the delivery of IT Services.
- Design schedules/calendar management system to ensure required resourcing aligns with future workloads and the department's IT Technology Roadmap.
- Identify skills and capability needs to support staff development to continually enhance the delivery of services.
- Contribute to broader Divisional outcomes in consultation and collaboration with staff, peers and other colleagues.
- Contribute to building a positive and healthy team culture in the division, leading by example and mentoring emerging leaders.

**Who are we looking for?**

To be successful in this role, you will need to demonstrate the ability to:

- Be focussed on service and user outcomes
- Be highly motivated and adaptive, capable of leading within a dynamic environment
- Have a strong ICT operations background and deep insight into contemporary technology challenges, opportunities, and service improvement
- Have demonstrable experience in solving complex problems and delivering process improvements
- Be a proactive member of the team and work autonomously and with a focus on adding value
- Develop and maintain productive working relationships with key stakeholders including colleagues across the division, IT executives, staff in the department, and industry partners.
- Be a skilled communicator, and have demonstrable experience conveying processes and requirements to a wide range of audiences
- Communicate effectively both written and verbal, delivering information in a variety of formats for a range of audiences and is able to build consensus and influence decision making among internal and external stakeholders
- Have a growth mindset with a willingness to continue to learn, develop, and foster an environment for team members to do the same.

**RecruitAbility minimum requirements**

Minimum requirements for this role include:

- Experience in Service Management and how this supports business in a multi-vendor integrated environment.
- Excellent written and interpersonal communication skills, including strong attention to detail.
- Ability to provide timely and concise advice to inform and support executive decision making.
- Ability to establish and maintain key strategic relationships with a broad range of stakeholders.

RecruitAbility is a scheme which aims to attract and develop applicants with disability and also facilitate cultural changes in selection panels and agency recruitment.
Job applicants with disability who met the requirements are advanced to the next stage of the selection process:

- Opt into the scheme
- Declare they have a disability, and
- Meet the minimum requirements of a vacancy advertised in the scheme

More information can be found at RecruitAbility scheme: A guide for applicants | Australian Public Service Commission

**What else can