Description
The Company
A NSW Government agency is currently looking for a Knowledge Process Owner and an Event and Customer Experience Owner to work in the Service Delivery and Support business unit. This opportunity is based in Sydney and will be for a 12 month contract.
The Role
- Lead the delivery of service management processes in alignment with the Directorate's overarching Service Management strategy
- Design, implement and coordinate service management processes across the organisation to ensure adoption and ongoing compliance with the process standards
- Document service management process requirements and facilitate the development of functional requirements
- Plan, design and deliver relevant training materials and supplementary support information associated with the deployment of service management processes across IT and Business areas
- Advocate and provide guidance on service management processes within IT and Business areas to enable goal settings, commitment and process objectives through collaborative forums and communities of practices
- Deploy measurement mechanisms to interpret, review, set and communicate performance information and targets through metrics in agreement with key stakeholders
- Develop and manage a reporting and governance framework
- Design and manage a Continual Improvement Plan
- Coordinate and oversee quarterly Process Improvement Plans including work plans and timelines
- Work with senior management and the executive team to ensure that methodologies and processes are standardised and utilised for all forms of service management
Key Skills and Experience
- Proven experience in the design, development, and implementation of service management practices, process flow analysis, and methodologies
- Experience implementing IT processes and procedures, delivering training and simulation sessions and in developing training and support materials.
- Experience as a subject matter expert (SME) in service management within a large and complex organisation
- Proven ability to influence and negotiate innovative solutions across different stakeholder groups
- Proven experience in developing a service management plan
- Excellent oral and written communication and negotiation skills
- Demonstrated experience in successfully defining, implementing, reviewing and improving measurements for service management processes through the use of KPIs and KRAs
- ITIL Certification
If you believe you have the key skills and experience for this role 'Apply Now' or email your CV.