On 13 September 2024, the ACT Government assumed a caretaker role, with an election to be held 19 October 2024. Information on this website will be published in accordance with the Guidance on Caretaker Conventions until after the election and conclusion of the caretaker period.
Digital, Data and Technology Solutions (DDTS) leads the ACT Government's Digital strategy and provides ICT services and support to ACT Government directorates and agencies.
We're looking for a Director of Service Portfolio Management to develop and maintain our ICT service portfolio.
What you will do:Partner with internal stakeholders and clients to ensure the portfolio of services is aligned with evolving business needs and consistently meets or exceeds customer expectations.Lead and build the Service Portfolio Management team, fostering a collaborative environment and developing the team's capability to support the digital transformation journey and deliver exceptional service management across all ACT Government directorates.Develop, implement, and continuously improve service level agreements (SLAs) and operational level agreements (OLAs), working closely with directorates to ensure a clear understanding of service commitments and performance expectations.Establish IT service management (ITSM) metrics and key performance indicators (KPIs) to monitor and enhance service performance, drive operational efficiency, and identify opportunities for improvement.Generate and present regular reporting on service performance, using data-driven insights to recommend service enhancements, identify cost-saving opportunities, and ensure alignment with strategic business goals.Develop and maintain a comprehensive knowledge base, including service catalogues, processes, and procedures to ensure service continuity, transparency, and efficiency across the organisation.Lead innovation initiatives to continuously improve service delivery, integrating emerging technologies and best practices to future-proof the service portfolio and ensure it supports the dynamic needs of ACT Government.What you will bring to the role:Proven experience implementing and managing ITSM processes in complex environments, with a focus on portfolio management using ITIL frameworks and practices.Proven experience in developing and implementing service level agreements (SLAs) and operational level agreements (OLAs) between a service provider and client agency.Strong experience leading cross-functional teams, building and managing high-performing service management teams, and fostering a collaborative work culture.The ability to think strategically and adapt service portfolios to emerging business and technology trends, ensuring scalability and agility of services.Exceptional communication, stakeholder management and presentation skills, and the ability to influence stakeholders at all levels.Demonstrated commercial acumen with a strong focus on balancing business objectives with service delivery outcomes to drive value and efficiency.A passion for driving continuous improvement and leveraging data insights to enhance service performance and exceed customer expectations.Strong problem-solving and analytical skills to effectively address operational challenges and implement solutions that enhance service quality.If you're ready to take on a critical role that drives service excellence and customer satisfaction, apply now to join our team as the Director of IT Service Portfolio Management!
We are committed to creating an inclusive environment where people with diverse thoughts, lived experience, and perspectives can thrive and contribute their unique talents to the ACTPS and ACT community. We encourage Aboriginal and Torres Strait Islander people, people with disability, people with culturally and linguistically diverse backgrounds, veterans, younger and older workers, and people with diverse genders, sexes and sexualities to apply.
Notes:A Merit Pool will be established from this selection process and will be used to fill vacancies over the next 12 months. A minimum of two days in the office.
How to Apply:Candidates must submit a curriculum vitae of no more than four pages, along with a written pitch (no more than one page), detailing how your skills and experience align with the key requirements of the Director of Service Portfolio Management role. In addition, please respond to the two targeted questions below in no more than 350 words per question.
Targeted Questions:Describe a time when you implemented IT service management processes (e.g., ITIL) in a complex organisational environment. What challenges did you face, and how did you measure the impact on service performance and stakeholder satisfaction?Provide an example of when you led the development of service level agreements (SLAs) or operational level agreements (OLAs) between a service provider and client. How did you ensure the agreements aligned with business objectives and improved service delivery?Applications should be submitted via the Apply Now button below.
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