EL1 - VIP/Priority IT Services Manager

at  Australian Department of Infrastructure and Regional Development

A LITTLE BIT ABOUT US

The Information Services Branch (ISB) delivers trusted information technology and communication services to the Department and portfolio agencies to support to the department’s strategic activities at all levels internally, externally and internationally.
The Branch is currently working towards ensuring our IT Service Delivery teams are equipped for efficient and effective execution of assigned processes to meet our stakeholder’s expectations.
The End User Support section is responsible for the day to day management and support of the Departments’ IT Services. This includes aiding in the resolution of IT issues and fulfilment of IT Service requests, delivery of dedicated VIP/Priority IT Support and management of the IT Governance processes. Through quality assurance and standardised processes, we maintain client services and minimise risk to the Departments ICT applications and services by applying sound governance.

WHO ARE WE LOOKING FOR?

The Department of Infrastructure, Transport, Regional Development, Communications and the Arts welcomes applications from Aboriginal and Torres Strait Islander people, mature age people, people from diverse backgrounds and people with disability.
We are seeking candidates that can bring their diverse client relations and customer service experience to a high-pressure IT service delivery environment to meet the needs of our Ministerial and Senior Executive stakeholders. The successful candidate will be required to demonstrate strong leadership skills at the executive level to guide the VIP/Priority IT Support team to work collaboratively to achieve the strategic objectives of the Information Services Branch and the Department.
You will show initiative, sound judgement, integrity and personal drive. You work effectively under pressure and in a changing environment to deliver high-quality advice and outcomes. You will understand, respect and safeguard the operations of Ministerial Stakeholders. You have a strong commitment to motivating staff at all levels to bring their best and whole self to their role, while supporting their professional development.

Specific requirements of the role:

• A comprehensive understanding of Government operations including the operations of Ministerial Offices and associated Parliamentary functions and processes.
• Exhibit an understanding and respect to safeguard the operations of the Department’s Ministerial and Senior Executive Stakeholders.
• Be a skilled communicator with the ability to explain complex technical concepts to a wide range of audiences with varying needs including Ministerial stakeholders, the Senior Executive Service, business stakeholders and external parties.
• Demonstrate excellent influencing, negotiation and engagement skills and experience in developing effective networks and building strong relationships with stakeholders.
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
• Showcase confident leadership skills drawing on relevant experience across a broad range of project and administrative matters.
• Be highly motivated and capable of working in a fluid and evolving environment, with a track record of achieving results.
• Demonstrate sound leadership qualities by taking ownership of tasks and being accountable for the outcomes delivered by the VIP/Priority IT Support team.
• Display sound judgement and personal drive with the ability to think on your feet.
• Work effectively under pressure and in a changing environment to deliver high-quality advice and outcomes.
• Develop and maintain an understanding IT service delivery frameworks and practices including ITSM/ITIL, Incident Management, Release and Change Management.
• Experience with managing multi-site support teams, fostering a culture of collaboration and focus on process is essential.

The successful candidates will be expected to perform these duties in alignment with the Australian Public Service (APS) Work Level Standards at the Executive Level 1 classification.

ELIGIBILITY REQUIREMENTS

Employment with the Department of Infrastructure, Transport, Regional Development, Communications and the Arts is subject to conditions prescribed within the Public Service Act 1999 including:

• Citizenship: To be eligible for employment with the Department of Infrastructure, Transport, Regional Development, Communications and the Arts applicants must be an Australian citizen.
• Health Assessment: The preferred applicant may be required to undergo a medical examination conducted by the department’s preferred medical provider.
• Security Clearance: The successful candidate must be able to obtain and/or maintain a security clearance at Negative Vetting 1 Level. You must be willing to disclose all relevant and required information. You must have lived in Australia, or have a checkable background, for at least the preceding five years for Baseline Vetting clearances. More information on the security clearance vetting process is available on the Australian Government Security Vetting Agency (AGSVA) website.
• Qualifications: Desirable experience or qualifications:
• An ITIL foundation or similar certification / experience
• Experience in an IT Governance.
• Experience working in the IT industry
• Tertiary or vocational qualification in an IT discipline or related field.

HOW TO APPLY

Applications for this opportunity close at 11:59pm AEST Sunday 16 June 2024.
In applying for this position, you are not required to address individual selection criteria. Rather, you should provide a statement of no more than 1 page, outlining your background, capabilities and experiences, and how these align with the advertised role. You should also provide a CV, no more than 3 pages. The capabilities and behaviours required to be successful for this role are identified in the ‘Who are we looking for’ section.
Your application will be assessed against the requirements of the job. Once the entire applicant pool has been assessed, the panel will create a shortlist of applicants. If your application is shortlisted, you may be asked to undertake further assessment, this may include work sample testing, interviews, and reference checks.
Your application should be received through the department’s online recruitment system. Applications via Indeed will not be accepted.
If you experience any issues with the system please contact the recruitment team on 02 6274 6161 or via email at recruitment@infrastructure.gov.au to discuss an alternative way to submit your application.
Please advise the contact officer if you require reasonable adjustments throughout the recruitment process. The department is committed to the accessibility of our systems. If you identify as someone with disability and you require accessibility assistance or more information, please email DiversityandInclusion@infrastructure.gov.au

WHAT WILL YOU DO?

VIP/Priority IT Support delivery is fast-paced and outcome driven. The VIP/Priority Services Manager will develop and maintain cohesive service delivery mechanisms and establish a culture of superior customer service delivery and continuous improvement to meet the needs of the department’s most important stakeholders. You will plan, implement and review IT processes in order to meet demanding customer requirements.
The VIP/Priority IT Services Manager will use their initiative and experience to analyse, review and adjust priorities and work activities of the VIP/Priority IT Support team to meet business outcomes.

The VIP/Priority IT Services Manager reports to the Director, End user Support, and is directly responsible for:

• The operation of the VIP/Priority IT Support service offering to the department’s VIP stakeholders, including the operation of the VIP/Priority IT Support Team and managing the relationship with Information Services Branch’s onsite service delivery business partners.
• Collaborate with Information Services Branch teams to coordinate the department’s IT Support offering at Ministerial stakeholder locations including Parliament House and ministerial and electorate offices across Australia.
• Providing a direct escalation point for VIP stakeholder incidents and problems, including after-hours support escalations and responding to business interruptions.
• Executing urgent ad-hoc procurement to meet VIP stakeholder operational requirements.
• Building and cultivating effective and constructive relationships with VIP stakeholders, including Senior Executive, Ministerial offices and corporate partners and vendors.

Specific requirements of the role:

• A comprehensive understanding of Government operations including the operations of Ministerial Offices and associated Parliamentary functions and processes.
• Exhibit an understanding and respect to safeguard the operations of the Department’s Ministerial and Senior Executive Stakeholders.
• Be a skilled communicator with the ability to explain complex technical concepts to a wide range of audiences with varying needs including Ministerial stakeholders, the Senior Executive Service, business stakeholders and external parties.
• Demonstrate excellent influencing, negotiation and engagement skills and experience in developing effective networks and building strong relationships with stakeholders.
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change.
• Showcase confident leadership skills drawing on relevant experience across a broad range of project and administrative matters.
• Be highly motivated and capable of working in a fluid and evolving environment, with a track record of achieving results.
• Demonstrate sound leadership qualities by taking ownership of tasks and being accountable for the outcomes delivered by the VIP/Priority IT Support team.
• Display sound judgement and personal drive with the ability to think on your feet.
• Work effectively under pressure and in a changing environment to deliver high-quality advice and outcomes.
• Develop and maintain an understanding IT service delivery frameworks and practices including ITSM/ITIL, Incident Management, Release and Change Management.
• Experience with managing multi-site support teams, fostering a culture of collaboration and focus on process is essential