El1 Assistant Service Manager

Vor 2 Tagen

Brisbane, Österreich Department Of Employment And Workplace Relations Vollzeit

EL1 Assistant Service Manager (ITSM Process Manager)Reporting to the Director, the Assistant Service Manager (ITSM Process Manager) is responsible for managing a team of process staff working with IT Service Management (ITSM) teams across the Digital Solutions Division to enable and ensure agreed ITSM processes are defined and used effectively to maximize the sustainability, resilience, and operational availability of digital business systems for DEWR and its customers.
This role offers a unique opportunity to redefine ITSM processes and plays a key role in operationalizing these uplifted processes in a large division that supports major digital systems.
You will work to define, support, refine, and quality assure processes across service-based incident management, holistic problem management, and managed and scheduled request and change management across ITSM processes.
You will define ITSM processes and orchestrate cross-functional team contributions to these ITSM processes.
As part of this role, you will not do incident management, problem management, or any other ITIL process.
You will achieve this by working with others to standardize ITSM processes across the Division, educating IT staff and managers, and monitoring and reporting against agreed processes.
You will work closely with ITSM staff and IT management to identify opportunities for continuous improvement.
You will collaborate with agile-based delivery teams to ensure operational requirements are considered and delivered as part of technology projects.
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