AddressYour Role
Within the ICT Service Manager function, an EL 1 ICT Service Manager is accountable under broad direction to perform and achieve complex to very complex ICT service support within an integrated workforce. They will require an in-depth knowledge of and compliance with legislative frameworks, government decision-making and Defence’s mission and policy requirements.
An EL 1 ICT Service Manager will exercise a considerable degree of independence and perform a leadership role. They will exercise sound decision-making and judgement to provide expert advice.
They will have in-depth knowledge of the ICT service delivery function, contract management and are responsible for the development, implementation, compliance and review of policies and procedures relevant to their work within that function. They will engage in complex to very complex problem solving and issues management and may coordinate and perform detailed or sensitive tasks that impact on strategic, political or operational outcomes for Defence.
Our Team
Enterprise Technology Operations Branch (ETOB) delivers quality ICT services to Defence in support of military operations and corporate business. Our purposes and activities centre on supporting ICT operations and maintaining sustainable service levels to provide an effective ICT capability for our customers. ETOB’s role in supporting Joint Capabilities Group (JCG) is integral to the ADF’s role in the protection and projection of national power. Our role will enable Chief of Joint Capabilities (CJC) and Chief Information Officer (CIO) to provide Defence users with access to a secure, reliable and integrated information, communications and technology environment.
DIMSS is responsible for ensuring corporate information applications are available and fit for purpose. This includes managing and resolving incidents and problems, maintaining configuration and making changes to systems to meet Defence's business requirements. Many of these activities require integrated delivery/close engagement across the CIO group.
Our Ideal Candidate
The ideal candidate will demonstrate ICT Service Management and Contract Management experience, critical thinking skills, be proficient in identifying risks and establishing business processes, provide recommendations for improvements to enhance efficiency and outcomes, and manage the implementation of agreed actions. They would be experienced in designing and implementing mitigation strategies for risks associated with contractor performance and compliance with mandatory requirements and suggest relevant improvement initiatives.
They will have experience working with a variety of internal and external stakeholders across all levels, and be capable of working in a fast-paced environment with competing demands. They will also have experience in managing, developing and mentoring staff through performance appraisal and change, providing mentoring and training to assist in the development of the team.
The duties of an EL 1 ICT Service Manager occupation in Defence include the following (note: not all duties are required to be performed during a 12 month performance cycle):
- Accountable for managing allocated resources, setting work area priorities, managing workflows, developing strategies and evaluating business outcomes.
- Accountable for managing and leading a team, including providing clear and consistent communication, setting clear performance and behavioural standards, managing performance, delegating responsibility and guiding and developing people.
- Accountable for accurate completion of work within timeframes and quality requirements, share own expertise with others and guide and mentor less experienced employees.
- Responsible for the management and implementation of supplier service improvement actions and programs.
- Set strategic direction and take responsibility for the full range of client service functions, including organisational frameworks for complaints, service standards and operational agreements.
- Maintain knowledge of the commercial IT environment, how the organisation sources, deploys and manages external partners and when it is appropriate to use in-house resources.
- Has expertise in the development of policy and procedures covering the selection of suppliers, tending and procurement, promoting good practice in third party management with respect to information security.
Application Closing Date: Thursday 11 July 2024
For further information please review the job information pack, reference JCG/05025/24 on https://defencecareers.nga.net.au/?jati=B2D96702-CD85-C527-C900-DAD7F7D1DDCC
