Help us deliver like never before
Together, we design, build and maintain products, services and experiences that Australians love and trust, while delivering a sustainable future for Australia Post. We're empowered to deliver for our teams and to delight our customers. We provide an inclusive and supportive environment that nurtures talented people, trusts our teams to deliver their best, and leverages modern work practices and technologies.
What you'll deliver with us
As our Head of Enterprise Service Management you are accountable for the Enterprise Service Management functions including core ITSM functions such as Incident Management, Change Management, Capacity Management, and Monitoring. Vendor/Supplier management, contract and relationship management are key requirements of this role, working closely with strategic partners to deliver value to the business. This role will drive operational excellence, cost and service efficiency, and continuous improvement via the use of common tools, frameworks, resources, practices, policies, partners, and platforms across all accountable domains.
The Head of Enterprise Service Management will oversee the strategic and operational delivery of the various functions, ensuring best practice and a high standard of service delivery. This includes the enterprise SIAM functions leveraging the ServiceNow Platform. Additionally, the role encompasses Full Stack Service Monitoring and Capacity Management of all critical Australia Post business and customer services, along with the management of Release, Change, Incident, and Problem under ITIL3 disciplines, CMDB, and Asset Database.
You'll also
Develop Service Management services ensuring consistent and cost-effective usage across the enterprise, in line with the SIAM model.
Develop and maintain the strategy and vision for areas of accountability. Collaborate with technology and business stakeholders to deliver the roadmap of activities to support the strategy.
Ensure all Australia Post critical business and customer services are available and performing to agreed service level agreements, by adopting full stack monitoring, service recovery, and restoration processes.
Lead the Service Management components of the Technology Infrastructure Disaster Recovery Plan, with a service continuity plan in place.
Manage operational performance of major 3rd party vendors related to an agreed SIAM discipline.
Ensure that new technologies introduced are fit for purpose, integrate with existing environments, and are operationally and commercially sustainable.
Spearhead the operation of service management for all accountable domains inclusive of upskilling, cross-skilling, and training of staff to deliver to the agreed business SLAs.
Accountable for approval of changes to service offerings to continually improve operational excellence, supplier invoicing reviews, and approval endorsement.
About you
We are seeking an individual with a demonstrated history of influencing stakeholders at the executive level. You will collaborate with the Executive Leadership Team to design, build and run Workplace Platform solutions. You will be able to create a business presence for the team and services by being able to communicate across all levels of the organization. A background in streamlining service by using robust processes with automation is useful in this position.
You'll also need
Extensive experience in managing large, complex, and critical IT environments in a 24/7 capacity.
Demonstrated IT leadership experience in transforming teams to deliver service management to agreed service level agreements.
Strong background in service delivery models and managing 3rd party outsourced services under a SIAM model.
Hands-on experience in the design, implementation, and support of ServiceNow platform, for CMDB, Asset Management, Service Monitoring, and Capacity Management solutions.
Background in Vendor/Supplier management, contract and relationship management with the ability to collaborate with strategic partners.
Proven initiative through effective problem management with demonstrable improvements, e.g., reduction in incidents, improved SLA, improved availability, and reliability.
ITIL certification is advantageous as is an understanding of how SAP is utilized in an enterprise.
Excellent management of high-volume incident and change request requirements.
How we'll deliver for you
We invest in you for the long-term, encouraging growth through delivering on our values of trust, inclusivity, empowerment, and safety.
Be part of a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day.
We invest in your personal wellbeing, recognize, and reward you for your contribution to our success with Post Perks and more.
We're delivering together
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders, and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees.
If you have any questions about accessibility, please contact our Diversity & Inclusion team on ******
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