Executive Manager - Service Management

Job Description

Queensland Fire Department Service Management & Operations The Service Management team is responsible for managing effective change and release processes for new capability and providing coordination and management of major incidents and problems, including managing the service catalogue, improving customer experience, creating engaged customers, and facilitating a trusted relationship with customers in operational and corporate support areas to achieve optimal outcomes for the department's strategic operational and business requirements. Reporting to the Director, Service Management and Operations, you will lead and manage the design, implementation, and improvement of service management processes, policies, and standards, whilst ensuring compliance with best practices and relevant legislation. You will foster a culture of service excellence, customer satisfaction, and continuous improvement and manage day-to-day client and team relationships to ensure the delivery of customer-centric ICT services across the organisation. About us As a department, our purpose is to help the community to prevent, prepare for, respond to, and recover from the impact of fire and emergency events. Queensland Fire and Emergency Services (QFES) is the primary provider of fire, rescue, and emergency management programs and services throughout Queensland. The department encompasses the Fire and Rescue Service, disaster management services, the Rural Fire Service, and the State Emergency Service, and also supports other volunteer groups providing emergency response to Queenslanders. Purpose of role The Service Management team is responsible for managing effective change and release processes for new capability and providing coordination and management of major incidents and problems. You will lead and manage the design, implementation, and improvement of service management processes, policies, and standards, ensuring compliance with best practices and relevant legislation. You will foster a culture of service excellence, customer satisfaction, and continuous improvement. Key requirements Highly desirable requirements: Demonstrated knowledge and application of relevant service management frameworks, standards, and best practices, such as ITIL, ISO/IEC 20000, and PRINCE2 Agile. Proven ability to influence service excellence in an enterprise-scale ICT services environment including experience in service management for operational and project delivery. Experience in leading an operational team within a critical business environment is considered a distinct advantage. 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. Your key accountabilities Your part in the ongoing success of our department, in supporting key frontline services will see you responsible for a variety of work, including, but not limited to: Lead and manage the functions of the team, and provide expert advice and guidance on service management matters. Develop and implement the service management strategy, roadmap, and governance framework in consultation with key stakeholders. Oversee the design, delivery, and improvement of end-to-end ICT services. Monitor and report on the performance, availability, and quality of ICT services. Build and maintain effective working relationships with internal and external service providers. Manage the service management budget, resources, and risks. Drive the development of a customer and results-oriented team culture. Lead and manage a multi-disciplinary team, fostering teamwork and managing financial and human resource activities. Capabilities To determine your suitability for the role, you will be assessed on the following Leadership Competencies for Queensland behavioural profiles that link to the key accountabilities for this role: Vision: Leads strategically, Leads change in complex environments Results: Builds enduring relationships, Drives accountability and outcomes Accountability: Fosters healthy and inclusive workplaces, Demonstrates sound governance Once you join us we will want you to exemplify the QFES shared values of: Respect, Integrity, Trust, Courage, Loyalty. Further information We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity. #J-18808-Ljbffr