Service Delivery Manager (Ict)

Job Details
EMPLOYMENT TYPE - Ongoing Full time
LOCATION - ACT
AFP BAND & SALARY - Band 07, $113,563.00 - $121,628.00
JOB REFERENCE NUMBER - 12821
This advertisement is to fill current vacancies and create a merit pool for future ongoing or non-ongoing vacancies arising over the next 12 months.
Did you know?
The mission of the Australian Federal Police is to provide dynamic and effective law enforcement to the people of Australia. It provides policing throughout Australia in relation to the prevention and detection of crimes against the Commonwealth, its laws and integrity, and community police services to the Community of the ACT.
Working for the AFP provides you with a diverse and rewarding career. Whether you immerse yourself in a position on the frontline, or provide critical operational or professional support, the work you do makes a big impact on the people of Australia.
We recognise your contribution to our workforce and offer generous remuneration and conditions including:

• Six weeks (30 days) of paid annual leave per year + additional paid Christmas stand down
• 4 extra mandatory leave rest days per year
• 18 days of paid personal leave per year
• Generous superannuation of 15.4%
• 16 weeks of paid maternity leave (after 12 months of service) + an additional 36 weeks of maternity leave without pay
• Generous salaries and incremental salary progression governed by the
• Flexible and hybrid working arrangement that provides work/life balance
• Health & wellbeing services - with a focus on early intervention, education and prevention
• Access to ongoing training and professional development opportunities

What is the role?
Applications are sought from suitably qualified applicants wishing to be considered for the role of Service Delivery Manager (ICT).
Specialist Capability Systems deliver bespoke systems to different operational areas of the AFP. This role is responsible for working with a range of internal and external stakeholders to support the delivery of enterprise capabilities.
You will also be required to contribute to the achievement of outcomes in accordance with the regulatory framework, the AFP Code of Conduct and the AFP Governance Instruments. It is expected that the successful applicant will deliver on the core responsibilities and meet any requirements of the position as outlined below.
What will you do?
The Service Delivery Manager role is a senior role within Specialist Capability Systems. This role will work closely with other internal members such as Technical Specialists, Organisational Change Managers, Business Analysts and Project Managers. This role will support the delivery of several bespoke systems that are currently underway. Additionally, you will:

• Ensure Business Service Level requirements are correctly articulated, having first aligned operational requirements with solution elements and capability imperatives, in support of the solutions being delivered by Project
• Collaborate with CIO Service Delivery Manager and BAU Operational & Support Teams to develop appropriate service management processes & procedures, that align with current CIO Service delivery Management Framework
• Align Business Governance and ICT Change Management requirements to maintain integrity & robustness of the solutions being delivered by Project Teams
• Provide a single point of Contact between the Product Owner & CIO command with regard to Continuity of Service, Release & Change Management and Capability Development
• Transition from Project Acceptance into Service to Sustainment Service Management for solutions being delivered by Project Teams
• Working closely with the Product Owner, provide Contract Administration function, in support of the CIO Contract Manager, for all Third Party Management & Support contracts, for solutions being delivered by Project Team

Essential Requirements

• You must be an Australian Citizen at the time of application.
• A Negative Vetting 1 (Secret) security clearance or the ability to obtain one.
• Minimum 5 years' experience with IT service management and/or operations.
• A good communicator with the ability to engage with both the business and technical stakeholders at different levels.

Desirable Requirements
The following skills and/or experience would be highly regarded:

• Proven experience developing, championing and management of successful transition into service.

Additional Information

• This position has been advertised in multiple locations however, the role is located in Canberra, ACT. Successful applicants must be willing to relocate to Canberra.

Selection Criteria

• Achieve results
• Communicates with influence
• Contributes to strategic thinking
• Cultivates productive working relationships
• Shows personal drive and integrity
• Technical knowledge and skills

Application
Please submit the following documents via our Jobs portal prior to the closing date and time:

• Resume/CV - This will form the basis for determining your suitability against the position requirements and give the panel a clear outline of your current knowledge and qualifications along with previous experiences. Please include your work history, responsibilities and achievements.
• Applicant

(maximum two pages). Ensure your pitch tells us why you are the best fit for the role, with examples that demonstrate your capabilities addressing the selection criteria, role requirements and for the role.
Only complete applications will be considered. Please review and ensure the uploaded documents are correct for this application after submitting your application.
Employment Suitability
Should you successfully progress from the application stage all applicants must:

• Complete an

and provide a traffic history check and proof of Australian citizenship. This aids in the assessment of your character and your ability to comply with the AFP's professional standards both in an official and private capacity. Please review our to ensure that you meet our requirements before you submit your application. Applicants will not receive feedback if they are unsuccessful at this gateway. * Have your fingerprints taken if an offer of employment is made.

• Undertake mandatory drug testing for illicit drugs. This sample could include; urine, saliva or hair.
• Proof of a minimum of two COVID-19 vaccinations (or one dose if the Janssen vaccine was used) will be required if an offer of employment is made.
• Satisfactorily undertake a security clearance to the level specified for the position.

Recruitment Process
Applicants who have demonstrated their suitability for employment through their resume and application, may be invited to a formal interview. Using the relevant as a guide, you may be asked a range of questions to demonstrate your skills and abilities. These could include behavioural based scenario questions. Read our to find out how to prepare for you interview.
Commitment to Diversity & Inclusion
Diversity and inclusion is an operational priority for the Australian Federal Police (AFP). To be an effective police force, we must be reflective of the community we serve, working across languages, cultures and transnational borders. The 2023-26 Diversity & Inclusion Strategy is the guiding framework for delivering the AFP's diversity and inclusion goals and reflecting our commitment to being an employer of choice, incorporating diversity and inclusion principles in day-to-day practice and building a psychologically and culturally safe workplace. This includes hiring people from diverse backgrounds who bring their lived experience to contribute, and add value, to the AFP. Find out more about how the AFP embraces .
Contacts and Closing Information
Contact Officer - Virginia Savle,
Contact Officer Phone: (02) 5126 4273, ​
Contact Officer Email: virginia.savle@afp.gov.au
Applications Close: 11:59pm (AEDT) 21/03/2024
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