ITSM Service Manager

Gateway Synergy is looking for highly experienced ITSM Service Manager for a government agency. An exciting opportunity is open for a rapidly growing project. Be part of a team that makes meaningful changes and improves Australian lives.

The Role
Service Managers oversee the delivery and support of IT tools and services to users throughout the organisation, and sometime to external users as well. They look for opportunities to improve service delivery support and ensure it meets user and business needs. The Service Manager will consultation across the Agency and elements within Defence, including various Services, Groups and others as required. This resource will provide specialist support as part of the Project Controls Team (PCT). They will exhibit a strong understanding of the IT Infrastructure Library Version 4 (ITIL v4) to provide ITSM expertise to the Project.

• Under the guidance of the Commonwealth, develop and update ITSM documentation;
• Develop and implement ITSM processes and procedures to support client's
• Requirements and ensuring these are aligned to ITIL v4 best practices;
• Conduct reviews of ITSM processes to ensure compliance to security policies, internal standards and to identify areas for efficiencies to enable continuous improvement;
• Collaborate with client and client's stakeholders to ensure delivery is aligned with Project requirements;
• Prepare high level written documents and oral presentations for executive stakeholders; and
• Undertake other support tasks as required.

The Candidate

The following criteria will be used to assess the Specified Person applying for this role:

• 5+ years of experience with ITSM and Service Delivery, preferably in a Defence environment;
• Proficiency in ITIL Principles and their practical application;
• Experience in establishing continual service improvement practices post-transition; and
• Strong analytical and problem-solving skills.

Criteria:

The buyer has specified that each candidate must provide a response to each criterion. Each response is limited to 3000 characters.

Essential criteria

1. Business Process Improvement Level 5 - BPRE 5 Manages the execution of business process improvements. Analyses and designs business processes to identify alternative solutions to improve efficiency, effectiveness and exploit new technologies and automation. Develops graphical models of business processes to facilitate understanding and decision making. Assesses the feasibility of business process changes and recommends alternative approaches. Selects, tailors and implements methods and tools for improving business processes at programme, project or team level. Contributes to the definition of organisational policies, standards, and guidelines for business process improvement.
2. Technology Service Management Level 5 - ITMG 5 Takes responsibility for managing the design, procurement, installation, upgrading, operation, control, maintenance and effective use of specific technology services. Leads the delivery of services, ensuring that agreed service levels, security requirements and other quality standards are met. Ensures adherence to relevant policies and procedures. Ensures that processes and practices are aligned across teams and providers to operate effectively and efficiently. Monitors the performance of technology services. Provides appropriate status and other reports to managers and senior users.
3. Stakeholder Relationship Management Level 4 - RLMT 4 Deals with problems and issues, managing resolutions, corrective actions, lessons learned, and the collection and dissemination of relevant information. Implements stakeholder engagement/communications plan. Collects and uses feedback from customers and stakeholders to help measure the effectiveness of stakeholder management. Helps develop and enhance customer and stakeholder relationships.
4. Methods and Tools Level 4 - METL 4 Provides advice and guidance to support the adoption of methods and tools and adherence to policies and standards. Tailors processes in line with agreed standards and evaluation of methods and tools. Reviews and improves usage and application of methods and tools.

 
For each candidate, you must include: 

- citizenship status
- security clearance
- individual responses to each criteria max 3000 characters per criteria
- resumés



If you would like to look at our other unlisted roles, you can find them at: https://gatewaysynergy.com.au/careers/ 
 
You must submit a CV on application prior to a phone call with Wiliana on 0482 074 845

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