Service Management Lead

at  RMIT University

Overview:

• Dynamic Service Management Lead position available, Full-time permanent position. Based at the Melbourne CBD campus (Hybrid role), and Flexible Working Arrangements.
• Responsible for the ongoing management, thought leadership, planning and delivery of efficient, effective and secure solutions.
• Collaborates across ITS and other stakeholders across the portfolio.

About the Portfolio
The Operations Portfolio enables an integrated, enterprise-wide delivery for best practice student and staff experiences.
The Portfolio incorporates the following business units: Enterprise Projects and Business Performance (EPBP), Communications, People, Information and Technology Services (ITS), Office of the Chief Operating Officer, Procurement and Vietnam Operations.
The Portfolio houses significant drivers and delivery components across the staff and student journeys and enables the overall experience for both groups. The Portfolio is integral in bringing the RMIT strategy to life, across the globe. Each of these functions supports the global operations of the University both directly as well as through its controlled entities.
The Information Technology Services (ITS) function, provides RMIT University with current and emerging Technology systems and services. Our vision of “unleashing technologies to enable great experiences for RMIT communities” supports a proactive and leading-edge technology ecosystem, mindset and delivery empowering the advancement of the University’s commitment to advancing Lifelong Learners.
The Role
The Service Management Lead is responsible for the ongoing management, thought leadership, planning, and delivery of efficient, effective, and secure solutions for the Technology Bar(s), VIP IT Service, Day 1 Readiness Program, IT ticket escalations/case management, Customer First initiative and IT Service Management reporting, on a global scale for RMIT University.
The role will work with third-party suppliers, ensuring performance in meeting contractual obligations and driving continuous improvement across ITS and College stakeholders.
The role will work with internal ITS teams (at a global level) reviewing ITSM SLA performance and identifying focus areas for improvement.
Working in a team, ensuring key deliverables are met and collaborating with senior college stakeholders, ITS Directors and the CIO on strategic initiatives.

Skills & Experience

• Influence and guide a strategic direction across ITSM processes that align with the university’s goals and objectives.
• Engage college stakeholders to communicate operational performance and manage continuous improvement activities end to end across ITS teams, Third-party providers, and Service Connect teams.
• Create monthly IT Service Management Service Level Agreement reports and review performance with a mindset of understanding workload insights and develop focus areas for improvement across all ITS technical streams and senior management.
• Co-manage Tier 1 third-party service performance in relation to contractual obligations.
• Manage ITS Tech Bar and VIP services.
• Financial Management of Tech Bar and VIP stock.
• Manage ITS tickets that require escalations / special case management for efficient resolution.
• Contribute to the Customer First initiative – triage requests that the team may need to support.
• Project Manage Day1 Readiness activities across ITS – Semester 1 & 2 Demonstrated commercial acumen and experience in managing strategic and non-strategic external providers with a balanced approach.
• Demonstrated ability to build effective, trusted relationships in a collaborative and engaging manner with a broad range of internal and external stakeholders.
• Demonstrated ability to influence, negotiate, and prioritise effectively with a broad range of stakeholders.
• Extensive experience in managing third-party suppliers.

Qualifications

• Mandatory: 5+ years of operational management in a complex environment Mandatory: 5+ years’ experience in managing third-party suppliers, demonstrating service improvement initiatives, financial management (including initiatives where cost reductions have been implemented), and excellence in performance / contractual obligations being met

To Apply
Please submit your CV and cover letter addressing your suitability for this position by clicking on the ‘Apply’ link below.
For further information about this position, please see the Position Description below.
Position Description – Service Management Lead
We will be running a rolling recruitment process, so please do not wait until the closing date to apply.
When you join our team, you’ll be able to access a range of benefits:
www.rmit.edu.au/careers/employee-benefits
. From travel to fitness, there’s something for everyone!
Applications Close:
21 June 2024 11.59 pm
RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Islander community.
At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT. To discuss adjustment requirements, please contact Kassie (Senior Talent Acquisition Advisor), via
talentsupport@rmit.edu.au or visit our Careers page for more contact information -
https://www.rmit.edu.au/careers
.
We are a Circle Back Initiative Employer – we commit to respond to every applicant

Please refer the Job description for details