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IT Service Management Officer
3 days ago
Location : ACT
Security Clearance : Must have NV1 Clearance
The Data and Services Delivery Governance Branch within DFAT’s Information Management and Technology Division has a requirement for a suitably skilled IT Service Management Officer. This role will provide support to the Director – Client Support Section, with a focus on managing the day-day operations, driving continuous improvement, and transforming services to improve the end user experience. This work includes governance and oversight of the departments outsourced ITSM service delivery, managing key stakeholder relationships and assisting the team through periods of change and transformation, as operating models, systems, and processes are refreshed and updated. Candidates must have a broad range of experience and knowledge of IT Service Management delivery, practices and procedures, tools, and techniques
Requirements Flexible working arrangements may be considered on a case-by-case basis i.e. (4 days in office + 1 day from home). Remote/interstate-based candidates will not be considered.
Essential criteria:
▪ Minimum 5 years IT Service Management experience, with strong understanding of the ITIL Service Lifecycle, practices, and procedures.
▪ Working knowledge of IT Service Management delivery, including complex problem solving, and issues management, operational governance, and oversight on IT service management delivery outcomes.
▪ Strong leadership skills and the ability to work with a high level of independence.
▪ Strong relationship management skills which can be applied to multiple stakeholder groups across various levels and departments to achieve desired outcomes.
▪ Experience working in a complex global ICT environment across hybrid and geographically dispersed teams to deliver on business and broader departmental requirements.
▪ Ability to simultaneously handle multiple and complex issues working through competing priorities. ▪ Exceptional communication, collaboration, problem-solving and critical thinking skills.
Desirable criteria:
▪ Experience and skills with engaging and managing multiple ICT vendors in an outsourced IT Service Management environment.
▪ Experience in supporting ITSM toolset rollouts, with a focus on requirements gathering, process optimisation, alignment between business and technical objectives and end user support and training.
▪ Qualification and/or accreditation in IT service management, project management and quality management systems, tools, frameworks, and standards (i.e., ITIL 4, ISO/IEC 20000, COBIT, etc).
Requirements
IT Service Management Officer
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