Executive Manager

vor 3 Wochen

Brisbane City, Österreich ClearCompany Vollzeit

Executive Manager – Service Management

  • High profile leadership role and stakeholder management role
  • Manage a key services division, providing customer-centric ICT service across the organisation
  • Newly created permanent role which will drive a culture of service excellence

Emphasising community preparedness, prevention, and response, Queensland Fire and Emergency Services (QFES) is a multifaceted organisation providing crucial services including fire and rescue, disaster management, Rural Fire Services, and State Emergency Services and extends support to other volunteer organisations engaged in emergency response efforts.

Purpose of the Role:

The Service Management team oversees effective change and release processes for new capabilities, coordinates and manages major incidents and problems, manages the service catalogue, improves customer experience, engages customers, and builds trusted relationships with customers in operational and corporate support areas to achieve the department's strategic operational and business goals.

Reporting to the Director of Service Management and Operations, you will lead the design, implementation, and improvement of service management processes, policies, and standards, ensuring compliance with best practices and relevant legislation. You will foster a culture of service excellence, customer satisfaction, and continuous improvement while managing day-to-day client and team relationships to ensure the delivery of customer-centric ICT services across the organisation.

Key responsibilities will include:

  • Lead and manage team functions, providing expert advice to ensure high-quality ICT services align with organisational goals and innovation.
  • Develop and implement service management strategies and frameworks with key stakeholders, aligning with the department’s strategic direction.
  • Oversee the design, delivery, and improvement of ICT services, including service catalogue, SLAs, and various management aspects (incident, problem, change, configuration, release, service continuity).
  • Monitor and report on ICT service performance, identify improvement opportunities, and implement innovative solutions.
  • Build and maintain effective relationships with service providers, ensuring service expectations and contractual obligations are met.
  • Manage service management budget, resources, and risks, ensuring delivery within scope, time, cost, and quality parameters.

Highly desirable skills and experience:

  • Demonstrated knowledge and application of relevant service management frameworks, standards, and best practices, such as ITIL, ISO/IEC 20000, and PRINCE2 Agile.
  • Proven ability to influence service excellence in an enterprise-scale ICT services environment including experience in the service management for operational and project delivery.
  • Experience in leading an operational team within a critical business environment is considered a distinct advantage.

Special requirements

  • This role may require work to be performed out-of-business hours and in response to managing an operational service team within a 24 x 7 critical ICT business environment.

If you are driven by making a difference through the management of effective information security possess the required skills and experience, apply now bysubmitting your CV/Resume and a Short Statement (maximum 2 pages) to email kim@edenritchie.com.au. Please note we are running this recruitment in conjunction with Queensland Fire and Emergency Services.



Job Reference: 617008

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