AddressYour part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to:
- Lead and manage the functions of the team, and provide expert advice and guidance on Service Management matters and ensure high quality ICT services aligns with organisational objectives and innovation is leveraged to support current and future needs.
- Develop and implement the Service Management strategy, roadmap, and governance framework, in consultation with key stakeholders, and in accordance with the department’s strategic direction.
- Oversee the design, delivery, and improvement of end-to-end ICT services, including service catalogue, service level agreements, service desk, incident management, problem management, change management, configuration management, release management, and service continuity management.
- Monitor and report on the performance, availability, and quality of ICT services, using appropriate metrics and tools, and identify and implement opportunities for service improvement and innovation.
- Build and maintain effective working relationships with internal and external service providers, ensuring that service expectations and contractual obligations are met and that issues are resolved in a timely and effective manner.
- Manage the Service Management budget, resources, and risks, ensuring that service delivery is within scope, time, cost, and quality parameters and that risks are identified, assessed, mitigated, and escalated as required.
- Drive the development and acceptance of a customer and results-oriented team culture to support the provision of ICT services and systems, and champion the adherence to ICT policies and standards.
- Lead and manage a multi-disciplinary team, fostering teamwork and managing financial and human resource activities, including ongoing development of staff through performance, planning and review.
