Manager, ICT Customer Services

Your ContributionService excellence» Manage the team in line with a Service Management Framework to ensure service availability, responsive support and system reliability through effective leadership, appropriate resourcing and informed optimization of existing services and solutions.» Lead, coordinate, monitor and schedule the work of ICT Support Staff who support, analyse and where possible resolve reported issues with business system functionality and supporting technology in line with agreed service levels.» Ensure appropriate escalation of cases to technical resources and monitor to ensure satisfactory resolution.» Establish and manage strong, mutually beneficial working relationships with external vendors and manage the day-to-day operational relationships with third-party providers in line with agreed service level agreements.» Identify trends and opportunities to proactively deliver education and training services to the business to improve capability and reduce the need for ongoing support.» Establish and maintain meaningful and timely reporting processes on client support services and initiate remedial action as needed.» Lead the implementation and continual improvement of best-practice client support and contribute to ITS service excellence frameworks which enhance the attitudes and behaviour of ITS staff to value a culture where ITS understands its role as an enabler of departmental business.

Insights and collaboration» Establish and maintain relationships across the department and within ITS to understand business needs and identify potential service requirements» Identify and analyse trends relating to ICT incidents/problems and customer satisfaction, and make recommendations and proposals to senior management, clients and ICT business partners» Identify and act upon opportunities for process reform and increased automation of key processes to improve the delivery of services offered by ITS» Speed and innovation» Proactively identify opportunities for reducing costs, continuous service improvements and optimisation of solutions within ITS» Maintain up-to-date knowledge of industry best practice and champion changes and developments within ITS.» Develop and implement service management processes, function and tools which reduce overall costs, improve service availability, enable faster implementation of new services, better decision making and increased customer satisfaction.

People and culture» Actively encourage a ‘client first’ culture that aligns with the department’s vision and values.» Attract, retain, lead, support and develop quality staff.» Implement feedback mechanisms that facilitate open communication, timely resolution and proactive intervention of matters pertaining to people, safety and wellbeing.» Develop and maintain strong effective working relationships with other ITS stakeholders.» Behaves in a manner consistent with the code of conduct and workplace health and safety policies and processes, promoting these to their staff» Participate in developing a common client-focused culture and mindset in ITS through communication, collaboration and meaningful engagement.

Governance and Risk» Continuously scan the environment for opportunities and risk and recommend mitigation strategies» Implement and maintain strong service management practices, processes and governance of change management» Ensure the development and maintenance of quality system documentation and other knowledge management practices» Ensure team compliance with all information security policies and procedures and encourage a culture of cyber-awareness.Applications to remain current for 12 months.Job Ad Reference: QLD/477390/23Closing Date: Thursday, 30 March 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.