Manager, Service Operations

**Manager, Service Operations**

**Grade 11/12, Ongoing**

**About this role**

As the Manager, Service Operations you will be responsible for overseeing a multi-disciplinary team whilst leading and managing IT incident management and service request activities and processes. You can see the bigger picture within our large and complex Organisation to ensure incident related risk is mitigated, and services are delivered in line with business expectations.

With a team of 6 direct reports and other functional reporting of Major Incident staff, your days will be busy and varied as you dabble in Problem and Knowledge Management, Major Incidents, and everything in between. You will be supported by a dedicated and knowledgeable Director and contribute to the success of the greater Service Integration team. We use Service Integration and Management as our framework, and this has been built on best practices from COBIT and ITIL. This knowledge and documentation will be shared to assist with your work.

**A little bit about you**:

- Extensive experience with driving service operations in a challenging environment.
- ITIL Expert or equivalent certification and credited or understand Service Integration and Management framework.
- You can successfully manage and drive a team of individuals working across multiple technology and business models to support 24x7 major incidents, complex incidents, problem management, knowledge management and high-risk change evaluations.
- Able to communicate, report and drive multiple internal and external providers to follow our ways of working and drive corrections where necessary.
- Open to learning and listening and enjoy working collaboratively with peers and providers to improve employee and customer experience.

**Your responsibilities will include**
- Manages and monitors the incident and request management process to ensure that incidents and requests are managed, resolved, and documented in line with agreed procedures and identify emerging issues to provide recommendations on mitigation strategies
- Plans and prioritizes the service request portfolio according to client/customer demand and service provider capability, including determining the appropriate timing of changes to ensure the portfolio of outsourced shared services is effectively delivered
- Analyses causes of incidents and informs service providers to minimize probability of recurrence and contribute to service improvement
- Analyses data and provide metrics and high-level reports on performance of incident management process to facilitate informed decision making, drive service improvements and build a culture of continuous improvement
- Identifies new areas of capability improvement within the organization which may be enhancements to skills, technology, or processes to maximize service outcomes and facilitate organizational continuous improvement
- Schedules, runs, and monitors capability improvement assignments, such as maturity or performance assessments to identify strengths and weaknesses and mitigate risks
- As a Service Operations Manager, and Service Delivery Management responsibilities, negotiates with key stakeholders on service level requirements and service level agreements to ensure that service delivery meets agreed expectations
- Manages the diagnosis of service delivery problems and initiate actions to maintain or improve levels of service and ensure IT incidents and operational tasks are managed effectively

**About Us**

DCS is transforming the way NSW Government agencies interact with customers. We are passionate about putting the customer at the centre of everything we do and adopting new technologies to make government work better.

DCS is a service provider and regulator, focusing on delivering first-class customer service, digital transformation, and regulatory reform to create better outcomes for the people of NSW.?

Visit our Careers site to find out what it means to work for us.

**Benefits**

What's in it for you? Here are just a few of the reasons why DCS is a great place to work:
Our values of accountability, trust, service, and integrity drive our initiatives and culture. We support innovative programs in areas as broad as digital government, consumer protection and major public works. We are an inclusive organisation that celebrates diversity and flexible work practices and believe our people are our greatest asset.
- Competitive salary range starting at $131,094 p.a + super, commensurate with experience plus access to salary packaging. Don't forget 17.5% leave loading
- State of the art offices across NSW
- We celebrate diversity and embrace genuinely flexible working arrangements - talk to us about what flexibility could look like for you. This includes access to compressed working hours, working in a hybrid model or from home. We are all real people with real lives
- Excellent career development and learning development opportunities. We know that our people perform at the