Service Delivery Manager, Court Technology Services - Brisbane, Australia - Justice and Attorney-General

Justice and Attorney-General

Verified Company

Brisbane, Australia

1 week ago

Posted by:

Olivia Brown

beBee Recruiter

Description

This is a challenging role with a diverse set of external stakeholders, along with external support and development partner, and requires strong communications skills with technical and business stakeholders at all levels across government.

Establishing and maintaining effective working relationships across a diverse stakeholder cohort, along with negotiation skills, are a key focus of this role.

You will also supervise the management of operational ICT changes that impact ICJ and designated CTS managed systems, with a key focus on minimising any unexpected outages to production systems as a result of changes.

Establish and maintain effective communication and build strong collaborative partnerships with internal and external stakeholders
Manage the CTS Service Management team, suppliers, and partner entities to meet agreed operational service targets.
Lead elements of the continued IT service management capability uplift for CTS by promoting best practice and providing advice to other CTS team members as required
Assist with the service transition of new services into CTS ensuring internal stakeholders are engaged, supporting processes are developed, and service targets are agreed
Produce and distribute system reports to technical and business stakeholders
Coordinate incident management, including coordinating and communicating incident investigation and resolution across the ICJ agencies, coordinating root cause analysis, and corrective actions in a timely manner
Coordinate problem management, including coordinating and communicating remedial actions to underlying system issues across the ICJ agencies
Continuously enhance and support the delivery and governance of ICJ Services and support the longterm strategic roadmap for ICJ
Maintain the relevant incident, requests, and problem tickets (within ServiceNow), ensuring timely updates and thorough recording of tickets
Ensure compliance with incident and problem management service management policies, procedures and processes based on the IT Infrastructure Library (ITIL) framework
Drive continuous service improvement based on own analysis as well as supervisor, team and client feedback

Applications to remain current for 12 months.

Job Ad Reference:
QLD/499032/23

Closing Date:
Wednesday, 19th July 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.