ICT Operations Manager

About this role

Geoscience Australia values the lands, water and sky as we work to deepen a shared understanding of Country and Earth. We respect First Nations peoples and their enduring connection, contribution and obligations to Country. Reflecting on our shared history, we are committed to listen and learn. About us Geoscience Australia is Australia's pre-eminent public sector geoscience organisation. We are the nation's trusted advisor on the geology and geography of Australia. We apply science and technology to describe and understand the Earth for the benefit of Australia. We apply our diverse professional expertise, our deep and trusted knowledge, our national-scale Earth observation infrastructure and our strong partnerships, to the opportunities and challenges that face our nation. Our culture Our strength lies in our people, including our diversity in backgrounds, skills and experiences, and the way we work together to respond to the emerging needs of our work. We value diversity in gender, backgrounds, culture, and experiences of our employees and are committed to providing an inclusive workplace culture that ensures everyone has equal opportunity to contribute, participate and progress. Applications from people who reflect this diversity are encouraged. Our workplace is committed to the health, safety and wellbeing of our employees and offers a variety of flexible working arrangements to enhance flexibility, including remote working arrangements. What we can offer you When you work at Geoscience Australia you will have access to a range of benefits and the opportunity to experience a workplace culture that truly values and promotes diversity, inclusion, equity and belonging. To learn more about our competitive salary, free onsite parking, generous flexible working arrangements and the role you can play in growing our culture click here. Our team The Chief Information Officer (CIO) branch provides enterprise digital and data service to Geoscience Australia. CIO Branch’s purpose is to unleash Geoscience Australia’s world-class science – making it faster, easier (more flexible), lower risk and higher impact. The ICT Service Management Section plays a key role in maintaining and enhancing the operational capability of Geoscience Australia's enterprise ICT and the quality of ICT service delivery for our clients. We manage the organisation’s infrastructure, operating environment, software, hardware, networks and end user compute services. Working with our partners, we plan and manage for disaster recovery. We ensure integrity of enterprise ICT services, assets, service providers and finances through effective governance, vendor management and oversight. We are a central point of engagement for stakeholders to align business needs to ICT services and solutions. The role The ICT Operations Manager leads enterprise ICT service delivery with a strong focus on service quality and standards, governance, risk, reporting and continuous improvement. The role requires leadership across a complex and dynamic service environment, comprised of internal delivery and governance teams and external managed service providers, working on a range of competing priorities, deliverables and initiatives. Working with teams and providers, daily tasks include supporting ITIL-functions of Change, Incident and Knowledge Management, Disaster Recovery and delivery of small-scale infrastructure projects. The ability to manage multiple initiatives, a diverse team and comfortably engage with executives, business stakeholders and technical specialists is essential. In this role you will: • Lead day-to-day ICT service delivery and operational performance, including regular oversight of incident, request, change, problem and service management activities across internal teams and managed service providers, as well as delivery of infrastructure and end user computing. • Manage a small team and provide clear direction, prioritisation and quality assurance in a fast-paced environment requiring sound judgement, stakeholder management and the ability to balance competing operational and strategic demands. • Monitor and check reporting on service levels, operational risks, issues, trends and improvement opportunities using enterprise ITSM and reporting tools, and contribute to governance forums and assurance activities on a regular basis. • Work closely with business areas, executives, technical specialists and vendors to coordinate service outcomes, resolve complex issues and support delivery of ICT improvements and organisational priorities. • Exercise financial and contractual responsibilities as required, including oversight of work orders, service commitments and provider performance in line with delegated authority. • Deliver value to the organisation by leading and contributing to small-scale projects that improve ICT services, operational efficiency and business outcomes. • Lead major incident management and disaster recovery activities, including participation in on-call escalation arrangements to support service continuity and timely resolution of critical issues. To be successful in the role you will: • Possess strong leadership and management skills, with the ability to set priorities, guide a diverse team and maintain focus on service quality, accountability and results. • Demonstrate sound judgement, initiative and resilience in managing complex operational issues, competing priorities and stakeholder expectations with limited direction. • Communicate with influence and build effective working relationships across business and technical areas to support collaboration, service improvement and delivery outcomes. Required skills, knowledge, experience and/or qualifications: • At least 5 years’ experience in ICT service management and/or service delivery oversight, preferably within a complex government or enterprise environment. • Demonstrated understanding of ITIL principles, ICT environments and supporting infrastructure, with the ability to apply this knowledge to service management decision-making and continuous improvement activities. • Experience working with managed service providers and applying service management frameworks, reporting and governance practices to drive operational performance. Are you unsure about applying? Did you know that a Hewlett Packard internal report found that men apply for jobs when they meet an average of 60 per cent of the job requirements? Women and other people from diverse backgrounds tend to only apply when they check every box. If you think you have what it takes, but don’t necessarily meet every single point on what we are looking for, please still apply or get in touch with the contact officer to learn more about the role.