Management (Information & Communication Technology) Full time
$136,307 - $161,381 + 15.4% superannuation
About the Aged Care Quality and Safety Commission The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. The role of the Commission is to protect and enhance the safety, health, wellbeing and quality of life of people receiving aged care.
The Commission is the national end-to-end regulator of aged care services and the primary point of contact for consumers and providers in relation to quality and safety. Our vision is to support a world-class aged care system driven by empowered consumers who enjoy the best possible quality of life.
The purpose of the Enterprise Service Management section within the Digital Group is to optimise the delivery of Digital services across the Commission, by focusing on robust service management practices and leveraging technology to enhance efficiency, transparency, and user satisfaction.
The Director Enterprise Service Management will be responsible for managing and directing the work of their teams, to provide frontline technical support to users within the Commission, including resolving inquiries, incidents, and service requests in a timely manner through effective communication and problem management.
Position Duties Service Management: Develop and implement service management frameworks, processes, and standards to ensure the consistent delivery of high-quality Digital services across the Commission. Define service level agreements (SLAs), key performance indicators (KPIs), and metrics to measure service performance and drive continuous improvement.Technology Optimisation: Identify opportunities to leverage technology to enhance the efficiency, transparency, and user satisfaction of Digital services. Lead initiatives to streamline workflows, automate repetitive tasks, and improve service delivery through the adoption of innovative tools and solutions.Stakeholder Engagement: Engage with stakeholders across the Commission to understand their digital service needs and requirements. Collaborate closely with business units, ICT teams, and external partners to align service delivery initiatives with the Commission's goals and priorities.Performance Monitoring and Reporting: Establish mechanisms for monitoring and reporting on the performance of Digital services, including uptime, availability, responsiveness, and user satisfaction. Provide regular updates to senior leadership and stakeholders on service performance and improvement efforts.Team Leadership and Development: Provide leadership, mentorship, and support to the Enterprise Service Management team, fostering a culture of excellence, collaboration, and continuous improvement. Develop talent, build capabilities, and empower staff to achieve their full potential.Position Eligibility Requirements (Selection Criteria): Extensive experience (typically 7+ years) in service management, technology optimisation, and stakeholder engagement within large, complex organisations, preferably in the public sector.Strong understanding of service management frameworks and best practices, such as ITIL (Information Technology Infrastructure Library).Proven track record of successfully leading service improvement initiatives and leveraging technology to enhance service delivery and user satisfaction.Excellent communication, negotiation, and stakeholder management skills.Demonstrated ability to manage multiple projects and priorities, meet deadlines, and deliver results in a fast-paced, dynamic environment.Relevant technical qualifications in information technology, business administration, or a related field. Additional certifications in service management and project management are highly desirable.Position Notes: Salary offered will be between $136,307 - $161,381 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid and hybrid working arrangements are available.Confirming an ongoing/permanent role is available.Only candidates who hold Australian citizenship can apply.In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600 words, including what strengths you would bring to the role, and a copy of your CV.
Please complete the application and submit by Sunday 29 September 2024 by 11:30pm (AEST).
Specific questions about the roles can be directed to Tristan Cox by emailing ****** with "Director Enterprise Service Management" in the subject line.
Diversity and Inclusion The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.
The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan.
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