Description
This position leads the design, implementation, coordination and improvement of IT service management processes across the Department, aligned to industry best practice and focusing on a customer centric support model.
The Role:
•Lead the delivery of service management processes in alignment with the Directorate’s overarching Service Management strategy to minimise organisational risk, achieve process efficiencies and allow the Directorate to respond rapidly to new service demands from IT and Business areas
•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 in alignment with People, Process and Technology
•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 to measure success areas
•Develop and manage a reporting and governance framework to deliver operational, customer and performance reporting
•Design and manage a Continual Improvement Plan from baseline metrics to demonstrate areas of benefits and return on investment
•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
Please send your details in for immediate review.
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