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Assistant Director - Change Management

Department of Agriculture and Water Resources

Canberra, Australia Capital Territory, Australia

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Job Posted: 04/10/2017

Job Category:

Executive / Government

Job description:

Information Services Division (ISD) is responsible for enabling information and communication technology (ICT) functions and activities in the department. The division provides a secure, modern ICT environment so that the department can conduct its business 24/7 and focus on achieving departmental outcomes. ISD staff work collaboratively across the department, taking advantage of advances in technology, to deliver end-to-end services and solutions that are nationally consistent and deliver organisational and business benefits. As a trusted ICT adviser, ISD aims to strengthen its partnerships with other divisions through the provision of professional advice, innovative solutions and high quality, timely and reliable ICT services. ISD staff are experts in ICT operations, ICT project planning and delivery, ICT applications development and support, ICT security, ICT contracts and vendor management, web services, information, data and records management and ICT governance and strategy.

The ICT Services and Operations Branch has primary responsibility for the operational support of ICT services used by departmental staff and customers. The branch takes a life cycle approach to service delivery: starting with governance to ensure that new and changed ICT services are introduced smoothly and effectively; facilitating the supply of current services to customers; through to monitoring ourselves and our partners to ensure services are being delivered effectively. The branch also supports the division to work within an industry standard framework and ensures all aspects of service delivery are covered, typically operating behind the scenes although there are a number of important touch points where staff and the public are interacted with directly. All branch members have responsibility to ensure the branch delivers integrated service delivery and improvement.

ICT Service Operations is responsible for ICT Change and Problem Management and partners with other ISD Directorates to oversee Incident and Risk Management. ICT Service Operations provides the following quality ICT services that support the ICT Governance Framework and deliver end-user support and engagement services in collaboration with the department’s staff and managed service providers.

The Job
Reporting to the Director ICT Service Operations, the ICT Change Management Assistant Director oversees the department’s ICT Change and Implementation policies and processes to ensure strict compliance by change participants. Working in close partnership with Managed Service Providers the ICT Change Management Assistant Director will also either take on the role of, or co-ordinate resourcing for, the after-hours ICT change escalation officer (5pm to 9am Mon-Fri, all weekend and any Public holidays) as part of a roster of staff. Where an escalation is required, the ICT Change escalation officer will contact the Director, ICT Service Operations, provide information on the issue, recommend a course of action for resolution and request approval to execute the recommendation.

• Oversee the Change and Implementation policies and processes to ensure strict compliance by change participants.
• The ICT change escalation officer will be the primary contact for all after-hours change related escalation (i.e. deviation from the approved implementation plan, window extensions, rollback etc.). Note: A restriction allowance and flexible working arrangements will be offered in recognition of after-hours support arrangements.
• Manage the ICT Change Management team.
• Monitor and manage the division’s ICT Change and Implementation priorities.
• Work in close partnership with the Director ICT Service Operations, change participants across the department and 3rd Party Service providers to minimize risk and ensure changes are successfully implemented.
• Foster and maintain a culture of delivery within agreed timeframes, budgets and quality constraints managed against agreed and endorsed plans.
• Lead ongoing improvements to change related policies and processes.
• Communicate with executives, senior managers and staff to influence and achieve required outcomes.
• Drive continuous ongoing improvement of processes within the section and across ICT Services and Operations Branch.
• Assist with the development and management of staff to ensure they have the required skills, tools and processes to achieve ICT strategic objectives and maintain effective and efficient ICT service delivery.
• Assist with the development and maintain an ICT service delivery culture that ensures clients and users have valid ICT needs met in a timely and customer friendly manner.
• Consistently demonstrate a high standard of professional behaviour and ensure that the section operates in line with APS Values.

Knowledge and experience
• Demonstrated experience working in ICT Change Management roles.
• Demonstrated understanding Project Management.
• Experience with Service Manager 9.4 would be highly regarded.

Skills and capabilities
You will, with awareness of strategic and operational outcomes, oversee, implement and improve ICT change processes. You will have a demonstrated capability in:

• Understanding the technical details and implications of proposed changes.
• Ensuring ICT change activity is appropriately monitored.
• Maintaining and enhancing ICT service delivery.
• The coordination of problem solving and issue resolution across teams and vendors.
• Leading team delivery of change services.
• Leading process and quality assurance initiatives.

The successful candidate will have a demonstrated capability in mindful communication, maintaining professional relationships, negotiation and problem-solving. The candidate will assist, advise and negotiate with staff and the division's 3rd Party Service Providers to ensure the successful delivery of ICT Change activities.

Desirable Qualifications
ITIL qualifications or a demonstrated understanding of ITIL.

This position requires a Baseline level security clearance. The successful applicant will be required to obtain and maintain a clearance at this level. To be eligible for employment with the Department of Agriculture and Water Resources, an applicant must be an Australian citizen.

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