IT Service Manager
Softtestpays
- Canberra, ACT
- Permanent
- Full-time
- Contract start 16 October 2023 to 12 months, 12 months extensions.
- Australian Citizen, Baseline Clearance, Canberra, Offsite role.
- 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.
- 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.