Location: Canberra Position Type: Ongoing Salary: $113,355-$136,660 About the role
The ICT Change Management & Service Transition Lead will have overall responsibility for the effectiveness of the ICT Change Management process and ensuring the smooth and effective transition of ICT Services into live operation environment at the ACIC. You will ensure that technical changes to ICT Services are adequately assessed for impact, prioritisation, release scheduling, authorisation, implementation, support and post change success with the ultimate goal of significantly reducing and/or eliminating service disruptions resulting from ICT changes. The role is also accountable for the safe, well managed and enabling service transition, ensuring the requirements of transition is consistently considered in terms of risk and business benefit while also meeting business, security, operability, support and audit requirements.
You will be the main escalation point for approval decisions on ICT Change Requests and Service Transition, including approval delegations. You will also be expected to provide significant subject matter expertise in monitoring and reporting on the compliance and effectiveness of the ICT Change Management and Service Transition processes and ensure that adequate improvement outcomes from this information feeds back into continuous service improvement for the processes.
Key responsibilities: Facilitate the ICT Change Control process, including but not limited to; hosting Change Advisory Board meetings, managing change scheduling and clear communication of change policy and procedures. Establish a service transition process, monitoring releases and implementing tools and resources to ensure the transition of services to the live environment are well managed, planned and compliant. Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and technology teams on release scheduling and communication of progress and conducts post-release reviews. Provides authorisation for critical ICT Changes and ICT release activity and point of escalation. Establish and/or maintain ICT Change Control and Service Transition policies for the organisation, within the context of both development and production operations. Drive ICT Change Control and Service Transition process maturity, baselining processes and undertaking regular reviews leveraging the Service Management Tool (ServiceNow) to ensure compliance and continuous improvement. Provide mentorship, training, knowledge documentation and skills transfer to embed service management and good practice into both the Service Management team and the branch. Analyse data trends relating ICT Change Control and Service Transition compliance and effectiveness, identifying areas of concern and correct course of action. Present and/or develop service level reports to executive levels of management. Collaborate with other team members to ensure consistency of delivery, adherence to ICT Change Control and Service Transition standard practices, and continuous improvement. Implement a robust audit and review process which ensure standards compliance. Conduct workshops as required to identify, assess and address ICT Change Control and Service Transition process deficiencies and ensure common understanding of process intention and operation. Represent the section at meetings as required. Our ideal candidate
To be successful in this role, you will demonstrate the following experience, skills and attributes:
Has experience working in and/or understanding a complex ICT environment and the stakeholders that depend upon ICT services. A strong ability to grasp an overall understanding of the connections and dependencies between different technology stacks and their relationships with the IT service layer. Demonstrated experience in implementing and/or managing IT Service Management processes within an organisation, ideally ICT Change Management and Service Transition. Demonstrated ability to drive service delivery performance across multiple teams within an organisation. Displays strong leadership skills, and is self-motivated to achieve business outcomes. Possess strong communication and interpersonal skills both verbally and in writing with, demonstrated experience in preparing executive briefs. Eligibility Citizenship – To be eligible for employment with the ACIC, applicants must be an Australian citizen. Security Clearance - The Australian community expects ACIC employees to maintain the highest levels of security and integrity. Successful applicants will be required to obtain and maintain a minimum Negative Vetting 1 security clearance. Pre-Employment Screening – All candidates must satisfy an Organisational Suitability Assessment (OSA) prior to being offered employment at the ACIC.
The ACIC is committed to diversity and inclusion. We celebrate and champion diversity to ensure we reflect the community we serve, and pride ourselves on our vibrant culture. We welcome applications from Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, neurodiverse, mature aged employees and carers.
More information about our conditions is available in the ACIC Enterprise Agreement 2024-2027 on our website.
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