Manager, Service Management

at  Emergency Services Telecommunications Authority ESTA

The Manager, Service Management is a key and active participant of the Emergency Communications Information Services (ECIS) team.
The goal of the function is to provide reliable, end-to-end delivery and governance of ICT Service Management processes enabling Emergency Communications Information Services (ECIS) to deliver consistent and desired support to the business with minimal disruption.
The Manager, Service Management will be accountable:
1. To influence, implement, manage, measure, and improve ICT Service Management processes and procedures, tools and techniques for monitoring and managing the performance of systems and services to ensure optimal business outcomes for 000Vic.
2. To ensure that appropriate service levels and service quality measures are developed and reported across ECIS that meet customer expectations and support the levels of service and integrity required by 000Vic and in consultation with relevant internal/external stakeholders.
As part of the ECIS team you may be required to travel or transfer between your primary work location and other 000Vic sites to effectively carry out your duties. Normal working hours are 38 hours per week between 7am and 7pm, Monday to Friday. You may be required to work reasonable overtime and will be rostered on call to support incident management.

Day to day responsibilities include:

• Manage end to end ITIL processes and uplift ITSM maturity based on industry best practices, related to Incident, Problem, Change, Service Catalogue, Requests and Service Level Agreements
• Oversee ICT Asset Management and Configuration Management Database (CMDB) to ensure assets and configuration items are managed effectively and in line with our policies and procedures
• Ensure the technology teams comply with ITIL processes and policies, provide oversight to ensure effective governance.
• Oversee the maintenance of the ECIS Service and Product Catalogues, ensuring that products and services are accurate, relevant and align with the needs of the customer.
• Prepare reports, analysing and presenting data along with appropriate recommendations for service delivery improvements.