Digital Service Manager

1 month ago

Perth, Australia Australian Energy Market Operator Full time

 

Digital Service Manager 

The Customer & Digital Services team is accountable for coordinating Stakeholder/Customer engagement and communications for the Digital Division and providing management, governance and assurance across operational Digital services. Capabilities include service design and experience; service transition; service operations, customer services; communications and engagement; risk, audit and compliance; service lifecycle and continuity; continuous improvement and executive support services.

The Digital Service Manager is responsible for managing the cost-effective delivery of services to customers and stakeholders.  The role is responsible for agreeing targets for service levels and assessing, monitoring and managing the delivery against those targets focussing on the customer and their service experience.

Key objectives / outcomes of the role include:

  • Contribute to the development, delivery, governance and ongoing maturity of service level management processes
  • Maintain currency of customers service design and service agreement documentation to ensure quality targets are agreed and aligned to strategy, operational targets and supplier contracts and agreements
  • Contribute to the ongoing management of cost of service calculations for the purpose of showback/chargeback
  • Input to the currency and completeness of service level management, digital portfolio management, service catalogs and service offerings in the enterprise service management platform

The role and responsibilities

  • Manage service design and service level management processes for more than one customer
  • Negotiate and document service level requirements and service level agreements with customers, ensuring that service delivery can meet agreed service levels
  • Identify future trends and pipeline activites and their impact on service delivery for example, technical, market, industrial, socioeconomic, legislative or sustainability targets
  • Diagnose service delivery problems and intiate actions to maintain or improve levels of service
  • Ensure that service catalogs and service oferrings are accurate, complete and current
  • Liaise with all Digital teams, act as the Digital advocate for customers, provide representation of their business services, service levels and service expectations
  • Manage governance, compliance and assurance via the delivery of regular operational performance and service reporting and dashboards

Experience and Knowledge

  • To be considered for this role you will have demonstrable experience in hands on Service Management, managing end to end delivery of services
  • Must have extensive experience in customer/stakeholder facing roles in medium to large sized IT organisation
  • Solid influencing and consulting skills, with the ability to build relationships with stakeholders at all levels using a collegiate and collaborative style
  • Demonstrable working knowledge of service level management practices and service experience measurement models
  • Knowledge of Agile/DevOp methodologies

Education/ Certificates

  • Must be an Australian Citizen so able to obtain NV1 or NV2 security clearance if required
  • Tertiary and/or post graduate qualifications in an appropriate technology discipline
  • ITIL certification

AEMO is an equal opportunity employer. We embrace diversity and are committed to creating an inclusive workplace for all employees. 

For more information on the Australian Energy Market Operator (AEMO) please refer to www.aemo.com.au or visit one of our social media channels below.

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