Service Improvement Lead

at  Queensland Health

ABOUT THE BRANCH:

Our focus is to provide solutions and services that support Queensland Health’s Enterprise Corporate Applications and supporting payroll transactional processes. This application suite includes the largest integrated rostering and SAP payroll solution in the public sector and the SAP S/4HANA finance, business and logistics solution and management environment (S/4HANA solution).

QUALIFICATIONS, REGISTRATIONS AND OTHER REQUIREMENTS:

• Whilst not mandatory, relevant IT professional qualifications and ITIL v3 or v4 (or a continuous service improvement discipline) would be well regarded.This work is licensed under a Creative Commons Attribution 3.0 Australia License.

You will be required to fulfil the responsibilities of this role in accordance with the Queensland Public Service values.

• Provide leadership, advice and support in relation to service improvement within CTS including driving continuous process improvement, assessing feasibility of process changes, contributing to process change and recommending new approaches.
• Lead the development and review of service management procedures in line with ITIL best practice framework and ensure integration into CTS teams to provide consistent end to end service delivery.
• Design, educate and champion best practice processes in relation to CSI functions for an integrated and complex finance, payroll and rostering solutions to achieve professional standards, defined service levels and improved services.
• Promote and develop awareness of the ITIL processes, drive ownership and a culture of continuous improvement across CTS.
• Perform analysis and report on performance metrics for service delivery to identify areas of improvement.
• Manage complex and sensitive issues with CES managed applications. Co-ordinate advice and recommendations for senior executive stakeholders.
• Drive business value through CSI and report on business value achieved.
• Promote a culture of CSI and risk awareness by supporting direction and communication of the business objective throughout CTS.