Management (Information & Communication Technology)Employment Type: Full-Time, Temporary (6-Month Contract)Salary Range: $155,907 to $168,549 plus superannuation (based on skills and experience)Location: Manuka, Canberra ACTStart Date: ImmediateClosing Date: 11.55 pm, Sunday 13 October 2024About the RoleCatholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Schools and nine Early Learning Centres (ELCs).The Catholic Education Office (CEO) provides corporate services to the CECG system of Schools and ELCs. The Service Delivery Manager (SDM) ensures that ICT services are delivered to meet business objectives and service-level agreements (SLAs). This role oversees the complete lifecycle of ICT services, from planning and design to deployment, operation, and continuous improvement.Benefits and OpportunitiesPositive and collaborative workplace cultureAttractive remuneration packageSupport for professional development and study opportunities24 weeks of paid parental leave (maternity/adoption)Laptop and mobile phone providedKey ResponsibilitiesDefine, plan, and manage the delivery of ICT services to align with business goals and meet SLAs.Management of the Service Delivery Team, ensuring the delivery of standard and equitable support to all system schools using agreed frameworks.Oversee the full lifecycle of ICT services from concept, design, and deployment to operation and ongoing improvement.Handle critical escalations, working with ICT teams to resolve incidents and communicate with impacted users.Manage the ICT service desk to ensure efficient resolution of end-user issues and service requests.Ensure that tickets are prioritised, assigned, and resolved within the defined SLAs using ITSM tools (e.g., FreshService).Lead large-scale ICT initiatives, managing project timelines, budgets, and stakeholder expectations.QualificationsBachelor's degree, professional qualification, or equivalent experience in an Information Technology related subject and Project Management.Working with Children's registrations in NSW and ACT (WWCC and WWVP)Driver's License.Selection CriteriaDemonstrated ability to define, plan, and manage the delivery of ICT services aligned with business goals and SLAs.Experience in managing the performance, development and workload of an internal service delivery team.Proven experience overseeing the full lifecycle of ICT services, from design and deployment to ongoing operation and continual improvement.Ability to handle critical escalations, collaborating with teams to resolve complex incidents.Proven experience in overseeing the development and maintenance of an ICT service catalogue.Demonstrated ability to manage an ICT service desk, ensuring efficient resolution of end-user issues and service requests.Demonstrated ability to manage vendor relationships, ensuring compliance with SLAs and contract obligations.Extensive experience in monitoring vendor performance and promptly addressing any issues that arise.Experience in developing and implementing Service Improvement Plans to improve service quality and operational efficiency.Other Eligibility CriteriaYou must be an Australian Citizen or Permanent Resident to be eligible to apply for this position.Appointment is subject to satisfactory employment screening for child-related employment in accordance with CECG policy.Application ProcessApplicants must submit a cover letter addressing the Skills, Attributes and Experience section and a current resume.
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