ICT Service Manager

The key duties of the position include:

The Role
Defence Mobility Team is seeking a motivated and high performing individual to support our continued sustainment of Mobility capabilities for Defence. This role is ideal for someone who has a strong understanding of mobile ICT systems, history of problem solving and enjoys working in a dynamic fast-paced public sector environment.  You will be working with a supportive, skilled and diverse team dedicated to the delivery and support of Defences secure mobile ICT capability.
 
As an APS 6 Service Manager, you will:

• Support the sustainment of mobile ICT capability and providing ongoing governance and assurance to keep systems operational;
• Maintain vendor and stakeholder expectations to support the current SLAs;
• Investigate and diagnose incidents and problems, evaluating root cause and making recommendations for service improvements;
• Monitor performance metrics for SLAs, analyse results, and recommend innovative ways to continuously improve the user experience;
• Identify, map and document end-to-end support services and processes;
• Manage Service Catalogue Requests and report on mobility items, assist with the management of Work Take-on for the Defence Mobility Team.

About our Team
The Defence Mobility Team is responsible for providing Mobility capability to Defence. This includes mobile phones, tablets, laptops, mobile applications, remote access solutions and mobile communication services across the various security classifications whether that be standalone or network connected. It is our mission to deliver leading edge sovereign capability to support Defence’s mission.

Due to the nature of the work, our successful candidate will predominantly work on-site, but we can offer unique, challenging and rewarding work, access to training, development and mentoring program and work life balance. Collectively we rely on each other’s knowledge and strengths to achieve the end result.

Our Ideal Candidate
Our ideal candidate will bring a positive attitude and energetic, customer-centric support to this role.

Competencies that will be an advantage: 

• Excellent customer service skills, experience with the management of Service Request Catalogues;
• In-depth knowledge of mobile ICT capabilities;
• Experience in sustaining ICT and/or Mobile ICT capability including, change management, incident management and defect management;
• Ability to build and maintain relationships with a network of internal and external stakeholders;
• Exceptional writing skill and ability to produce reports and briefing for range of audience including senior executives;
• Attention to detail.  

Eligibility

Security Clearance:
Applicants must be able to obtain and maintain a security clearance at “Negative Vetting Level 1”.

Getting to know the Department of Defence

The Department of Defence employs around 18,000 Australian Public Service (APS) employees. Defence APS employees work in a wide variety of critical roles, Australia wide, enabling our three services Navy, Army and Air Force, to do their job. Defence has a range of Australian Public Service (APS) career opportunities that offer interesting, challenging, and unique work. Our workforce includes administrative support, accountants, intelligence analysts, engineers, policy advisors, graphic designers, lawyers, social workers, IT specialists and contract managers to name a few. We offer a rewarding career that includes professional development, work-life balance, recognition, a flexible and supportive work environment and a diverse workforce. To find out more about a career with Defence please visit https://www.defence.gov.au/jobs-careers