Executive Manager - Ict Service Centre

Executive Manager - ICT Service Centre

• High profile leadership role and stakeholder management role
• Manage a key services division, providing customer-centric ICT service across the organisation
• Newly created permanent role which will drive a culture of service excellence

Emphasising community preparedness, prevention, and response, Queensland Fire and Emergency Services (QFES) is a multifaceted organisation providing crucial services including fire and rescue, disaster management, Rural Fire Services, and State Emergency Services and extends support to other volunteer organisations engaged in emergency response efforts.

Purpose of the Role:

The Service Centre provides Tier 1 ICT services for approved software and hardware, following Managed Operating Environment (MOE) and standard desktop guidelines. The team troubleshoots and resolves ICT issues using technical expertise and communication skills. They aim to support end-users, reduce downtime, enhance customer experience, and build trusted relationships with customers in State Operations, FRS, and RFS frontline and corporate support areas, achieving optimal service and strategic goals.

Reporting to the Director of Service Management and Operations, you will manage daily operations of the ICT Service Centre, the main contact for ICT support. You will oversee service desk activities, ensuring adequate resources to address technical, application, operational, and maintenance issues. Additionally, you will enhance team performance, responsiveness, and cultivate a positive culture, ensuring efficient, timely customer service for staff and volunteers.

Key responsibilities will include:

• Lead and manage the team, providing expert advice and ensuring high-quality support and solutions for efficient business and technical operations.
• Implement and lead ITIL best practices to monitor performance, quality, and foster positive end-user relationships for customer satisfaction.
• Develop and enforce operational plans, processes, and ICT policies to comply with legislative and departmental requirements.
• Provide advice and consultancy to stakeholders on IT Service Centre issues, systems, services, and strategic initiatives for effective decision-making.

• Promote a culture focused on meeting time, cost, and quality targets, fostering a positive reputation and improving processes within a dynamic team environment.
• Collaborate with key internal and external stakeholders to foster a cohesive approach to leadership and management, breaking down silos and enabling the department to effectively carry out all core activities.

Highly desirable skills and experience:

• Experience in Service desk environments from within a mid to large scale organisation.
• 5+ years working with ITIL ( ITIL 4 experience preferred).
• Experience in using ITSM tools for IT Service Delivery specifically ServiceNow.
• Experience in Agile ways of working and knowledge of PRINCE2 project methodology.

Special requirements

• This role may require work to be performed out-of-business hours and in response to managing an operational service team within a 24 x 7 critical ICT business environment.

If you are driven by making a difference through the management of effective information ICT service management and possess the required skills and experience, apply now bysubmitting your CV/Resume and a Short Statement (maximum 2 pages) to email . Please note we are running this advert in conjunction with Queensland Fire and Emergency Services.

Job Reference:
617006