Senior Manager, Service Management, Performance & Customer Experience

at  Emergency Services Telecommunications Authority ESTA

Job Function: Information and Communications Technology
Date Posted: 19 Apr 2024

Job Requisition ID: 1502

• Permanent, Full Time Role
• Flexible work arrangements available
• Burwood East location

The Senior Manager, Services Management, Performance and Customer Experience role is multi-faceted and will be responsible for leading a team of product owners and Subject Matter Experts (SME) to improve the ITIL capability and related tools in Triple Zero Victoria. The role will enhance preventative maintenance activities related to the problem and incident management systems and in the future, move towards predictive and self-healing systems.
The role is also responsible for ensuring that the Emergency Communications Information Services (ECIS) team performance and metrics are both captured reported correctly to all stakeholders, as well as enhancing the Service Desk and End user computing capabilities. Furthermore, the role will oversee the improvement of the customer experience for both internal and external stakeholders, through various technology platforms such as CRM.

Day to day responsibilities include:

• Manage service design and service performance of key computer systems to meet the organisation’s current and future requirements.
• Contribute to the ITIL processes for management of services and support systems, ensuring the upgrading and support of the applications and related systems.
• Liaise with external customers with the Product Owners to ensure the highest quality of service to internal stakeholders.
• Collaborate with contractors, vendors, and stakeholders to monitor Computer Aided Dispatch (CAD) releases and other CAD changes.
• Collaborate in the development of CAD (and other system) migration and strategic technology roadmaps.

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 7 am and 7 pm, Monday to Friday. You may be required to work reasonable overtime.