Expert Service Manager

Remote – Canberra, Australian Capital Territory, Australia Job Title Expert Service Manager (LH-04981) Job Description The Expert Service Manager will take an active role in providing expert-level advice and development effort relating to Service Management Strategy, Governance and underlying IT Service Management Policy. The role assumes responsibility for review and development of Service Management Strategy and ITSM Policy appropriate to agency level, provision of advisor-level ITSM advice and assistance to leadership and project teams; and developing professional streams to establish ITSM career pathways and mitigate skill gaps. Key Duties and Responsibilities Sets the organisation's policy for the management of change in live services and test environments. Ensures effective control and treatment of risk. Leads the development of new and improved practices for change control. Measures and monitors adherence to standards and ensures consistent execution of the process across the organisation. Shapes and directs the organisation's incident management strategy: Establishes policies and standards for incident management aligned with organisational goals. Provides advice and product that achieves effective leadership during major incidents, coordinating cross‑functional teams and external partners. Makes high‑level decisions to minimise impact and ensure swift recovery. Leads the development of organisational capabilities for incident management. Promotes organisational collaboration and ensures that incident management processes are understood and adopted across the organisation. Collates information and creates reports and insights to support strategy management processes. Ensures all stakeholders are aware of the strategic management approach and timetables. Provides support and guidance to help stakeholders adhere to the approach. Develops and communicates plans to drive forward the strategy and related change planning. Contributes to the development of policies, standards and guidelines for strategy development and planning. Identify risks and opportunities and take account of these in planning, decision making and priority setting. Builds and sustains stakeholder engagement, including the ability to communicate with influence and negotiate effectively. Influences and motivates stakeholders and actively lead group activities. Takes the initiative to resolve issues by identifying and developing ideas through analysis of alternative courses of action and their implications. Prepare correspondence, briefs and reports as required including submissions and documents for higher delegate and committee consideration. Interprets and ensures compliance with legislative, policy and regulatory frameworks. Essential Criteria Demonstrated ability to lead and contribute to the review, development and implementation of organisational‑level IT service management strategy and ITSM policy. Demonstrated experience successfully negotiating and implementing organisational‑level governance and process change across business, technical and senior stakeholder groups. Demonstrated ability to shape and direct ICT incident management and/or ICT change management strategy and process adoption across organisational boundaries. Demonstrated ability to develop, implement and manage systems of control that effectively surface and treat risk. Desirable Criteria Demonstrated ability to develop professional ITSM streams and career pathways. Demonstrated experience leading the delivery of shared IT services across a large organisation, catering to the individual needs of business units, establishing governance frameworks and reporting service performance. Demonstrated experience and advanced working knowledge of the ITIL framework, including practice interrelationships and implementation at scale across an organisation. Seniority Level Mid‑senior level Employment Type Full‑time Job Function Other Industry IT Services and IT Consulting #J-18808-Ljbffr