IT Service Manager

Australian Citizens residing in Australia with Baseline Clearance only respond.

• Contract start 16 October 2023 to 12 months, 12 months extensions.
• Australian Citizen, Baseline Clearance, Canberra, Offsite role.

Send your responses to jobs@softtestpays.com

Overview

Position at a Glance

• An opportunity to come in at the ground floor of a new ITSM function, and lead the development of all processes, tools and governance.
• Practical experience with ITIL 4 and general ITSM practises in an Agile context is required.
• 12-month contract, with possible extensions.

Statement of Work

• Develop and maintain a set of Service Management practices and principles based on the ITIL (Information Technology Infrastructure Library), whilst adapting to the needs of the business and ensuring quality services.
• Accountable for the development and maintenance of service level agreements (SLAs) in consultation with business units to establish incident & problem resolution expectations and timeframes to meet business objectives.
• Drive continuous service improvement across all IT services and systemic problem resolution.
• Lead Major Incidents and Change Management events according to ITIL policies.
• Responsible for the development and implementation of action plans to address service/s underperformance.
• Contribute to the proper management of IT systems, including working with all areas of the IT function to ensure appropriate practices are in place and adhered to.
• Take a lead role in process improvement initiatives across the team, with the view of increasing efficiency and customer satisfaction.
• Responsible for the prioritisation of problems with business and GA Enterprise ICT input.
• Proactively seek feedback from business units on a regular basis to ensure support meets their needs and identify additional areas of change required.
• Responsible for the successful transition of new services to operation using the TTO (Transition to Operation) governance forum.
• Assist with the coordination of adhoc BAU business requests.

Every application requires to address selection criteria as part of application submission.

Essential Criteria

1. Experience with managing services in an ITIL and Agile context. Experience with Enterprise Change Management. Experience with Release Management for ICT services. Experience with managing Problem and Incident scenarios.

2. Ability to document process and governance artifacts such as workflows and design documentation. Ability to develop and document SLAs.

3. Ability to work collaboratively and operate effectively in a small team environment. Ability to communicate effectively with technical and non-technical stakeholders.

Desirable Criteria

1. Experience with Jira Service Management.

2. Previous experience as part of a multi-disciplinary, Agile team.

3. Knowledge of EO/remote sensing/satellite data.