Justice and Attorney-General (Organisation site)
Engagement and Partnering; Information Technology Services; Corporate Services; Brisbane City
Work Where Justice Meets Innovation
Join a mission-driven team at the Department of Justice and Attorney-General (DJAG) and help protect the rights of all Queenslanders while driving innovation in digital information management. Be part of a forward-thinking organisation that helps protect the rights of all Queenslanders as well as vulnerable individuals, combat domestic violence and other key issues, and reduce the over-representation of First Nations people in the justice system.
As the Service Integration Manager, you will play a crucial role in shaping an integrated service delivery model that meets business requirements and enhances overall service management. This is your opportunity to be a key player in a mission-driven organisation that makes a significant difference in the lives of Queenslanders. Collaborating closely with internal stakeholders and external vendors, you will ensure seamless service integration while addressing business challenges and driving continuous improvement.
Your key responsibilities: Lead the definition, development and implementation of robust service delivery governance and risk policy, standards, frameworks and systems to identify, manage and minimise financial, reputational and service delivery risks.Manage vendor/provider integration including end to end governance and controls across all contractor and vendor management suppliers to ensure consistency, transparency, and service delivery to expected standards and in adherence with service agreements.Deliver a program of work with a view to constantly improving service management outcomes, including working with various business and project stakeholders to translate their business challenges into service workflows. (SFIA: ITMG 5)Maintain knowledge of relevant ITSM policies and guidelines, ensuring ITSM / ITIL standards are met and ITS's ServiceNow function is equivalent to industry best or common practice, also keeping informed of government sector and industry trends, and legislative and technological innovations through developing and maintaining internal and external networks.Provide high quality expert advice to ITS staff and other key stakeholders on service integration principles.Manage service delivery risk and take mitigating action to address those risks.Technical skills, abilities and cultural capability: Specialist advice required to provide authoritative advice and direction in IT Service Management.Negotiation skills required to negotiate with vendors/providers so that they comply with service delivery governance.Skills required to manage vendors and suppliers to ensure they meet standards outlined in current and new contracts.Analysis and reporting skills required to develop metrics for performance monitoring and develop reports to report on those metrics.Project management skills required to manage the problems that arise in service delivery and work towards solutions to mitigate the problem.Service level management experience required in agreeing targets for service levels and assessing, monitoring and managing the delivery of services against the established targets.Experience in managing stakeholders with competing priorities and delivering a successful outcome.Experience in managing small IT projects/activities and meeting deliverables.Experienced in managing vendors through problem identification and working with them on solution development.Extensive IT Service Management (ITSM) and service integration experience.Experience in implementing enhancement and configuring the solution to meet service workflows in ServiceNow.Applications to remain current for 12 months. Job Ad Reference: QLD/599459/24 Closing Date: Thursday, 7 November 2024 Further informationWe are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.
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