Expert Service Manager (PROJ-4589)

Key duties and responsibilities

Demonstrates significant organisational influence, makes high-level decisions, shapes policies, demonstrates leadership, promotes organisational collaboration, and accepts accountability in key areas:

• 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 sustain 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 ensure 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.