Service Integration Manager

As the Service Integration Manager, you will integrate interdependent service providers into an end-to-end service delivery model to meet business requirements. This includes defining and enforcing the service management framework both internally across DJAG, and externally to vendors/providers. You will onboard new providers/vendors into the DJAG service management process, review current business challenges relating to service delivery and recommend solutions to alleviate those challenges.Job details Position status Permanent
Position type Flexible full-time
Occupational group IT & Telecommunications
Classification AO7
Workplace Location Brisbane Inner City
Job ad reference QLD/573018/24
Closing date 05-Jul-2024
Yearly salary
Fortnightly salary
Total remuneration
Salary Other
Job duration
Contact person Chris Ruffin
Contact details Phone: (07) 3005 7214
Access theYour key responsibilities:

• Manage vendor/provider integration including end to end governance and controls across all contractor and vendor management suppliers to ensure

consistency, transparency, and service delivery to expected standards and in adherence with service agreements. (SFIA: SUPP 5)

• Lead the definition, development and implementation of robust service delivery governance and risk policy, standards, frameworks and systems to identify, manage and minimise financial, reputational and service delivery risks. (SFIA: SLMO 5)
• Deliver a program of work with a view to constantly improving service management outcomes, including working with various business and project stakeholders to translate their business challenges into service workflows. (SFIA: ITMG 5)
• Maintain knowledge of relevant ITSM policies and guidelines, ensuring ITSM / ITIL standards are met and ITS's ServiceNow function is equivalent to industry best or common practice, also keeping informed of government sector and industry trends, and legislative and technological innovations through developing and maintaining internal and external networks.
• Provide high quality expert advice to ITS staff and other key stakeholders on Service Integration principals.
• Manage service delivery risk and take mitigating action to address those risks.

Technical skills, abilities and cultural capability:

• Specialist advice required to provide authoritative advice and direction in IT Service Management.
• Negotiation skills required to negotiate with vendors/providers so that they comply with service delivery governance.
• Vendor management skills required to manage vendors and suppliers to ensure they meet standards outlined in the contract.
• Analysis and reporting skills required to develop metrics for performance monitoring and develop reports to report on those metrics.
• Project management skills required to manage the problems that arise in service delivery and work towards solutions to mitigate the problem.
• Service level management experience required in agreeing targets for service

levels and assessing, monitoring and managing the delivery of services against the established targets.

• Experience in managing stakeholders with competing priorities and delivering a successful outcome.
• Experience in managing IT projects and meeting deliverables.
• Experienced in managing vendors through problem identification and working with them on solution development.
• Extensive IT Service Management and Service Integration experience.
• Extensive ServiceNow experience in implementing enhancement and configure the solution to meet service workflows in ServiceNow.

Applications will remain current for 12 months.Job Ad Reference: QLD/573018/24Closing Date: Friday, 5 July 2024Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote and .Please ensure you download all attachments and follow the instructions on how to apply.DocumentsBefore applying for this vacancy please ensure you read the documents below.Role DescriptionApplication Kit