LET’S HEAR ABOUT YOU

• You will be experience in Change Enablement under ITIL processes, preferably within ServiceNow.
• Have prior experience in management and leadership of customer facing staff.
• Previous experience working in a NOCC / Customer Service environment will be advantageous.
• Experience working with Government and Public Safety infrastructure and customers will be favourably considered
• Intermediate technical knowledge of managing and operating mission critical Emergency Radio Communications system is required
• You will be confident in your communication, written and verbal and comfortable to manage stakeholders internally and externally at all levels.
• PRINCE II/Agile Project management experience would be an advantage
• ITIL 4 Foundation or equivalent is a must
• This role requires on-site attendance five days a week and is unable to be performed remotely or from home due to the nature of the role.
• Australian Citizenship essential to obtain and maintain a baseline security clearance as a condition of employment
  To obtain a full job description, please contact Desiree Furber, Talent Acquisition Manager or have a conversation with Michael Morrow.
  

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Job details
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LET’S EXPLORE THE ROLE

The Change Manager orchestrates the entire lifecycle management of all changes to IT and Network Services, ensuring strict adherence to ITIL best practices. This role is pivotal in mitigating risks to network stability, security, and efficiency, thereby enhancing the quality of service and value delivered to Agencies utilising the NSW Public Safety Network (PSN). Effective communication among a broad group of stakeholders and seamless maintenance of business operations are imperative components of this role.

KEY RESPONSIBILITIES:

• Coordinate all inbound and outbound customer communications, dealing with all requests for change and planned/unplanned outage notifications.
• With the support of Service Management, drive a Continuous Service Improvement Plan for Technical Change Management and share progress across the business.
• Ongoing review and updates of the Technical Change Management processes, and technical training to support the onboarding of PSN personnel and customers.
• Ensure all options have been considered to eliminate or reduce the impact of a Change prior to requesting approval from Emergency Service Organisations.
• Schedule and chair the Change Advisory Board, ensuring all associated documentation is prepared including the Forward Schedule of Change, and planning for customer and network embargos.
• Ensure implemented changes are monitored during the defined stability period before being accepted into Operational Support and failed change reports are completed thoroughly meeting the requirements of the contract.
• Conduct Contractual SLA (Service Level Agreement) Ratification sessions and provide input to the Weekly Operations, Monthly Service Assurance, and Situational Awareness reports and meetings.
• Coordinate and liaise with Field Services to manage scheduling of all Planned Maintenance and ensure compliance with Site Access requests.
• Point of escalation for emergency Change requests in business hours, ensuring thorough handover to the NOCC as required for after-hours support.
• Monitor the quality of peer review assessments, updates to Asset and Configuration Items, ensuring the correct groups are engaged and continuously improve.
• Participate in process maturity, ISO270001 audits, raising risks and hazards, and planning and acting of roles for continuity exercises.
• Work closely with the Customer Service Manager to support the Mobile Radio Asset service, optimising availability during Change implementation and customer satisfaction.
• Co-lead with the CSM Organisational Change for the Critical Communications team, supporting the businesses goals and objectives. As required undertake related project management tasks.
• Provide subject matter expertise across other Business Units / Customers and develop a good understanding of other Service Management roles to be able to fill in as required.
• Support and co-lead with the Vendor Manager to ensure effective compliance and governance of all vendors on behalf of NSW TA, with shared accountability for vendor oversight as the function evolves.
• Support and, when required, step into the Vendor Management, Risk Management and Customer Service Management roles to provide continuity and maintain governance of risk registers, and leadership of the Helpdesk.