APS6 Service Transition Manager

Aged Care Quality and Safety Commission; Brisbane; On-site; AUD 100,000 - 113,000; Full time

Benefits offered by this job

15.4% superannuation

Job summary

The Aged Care Quality and Safety Commission in Brisbane is seeking an APS6 Service Transition Manager to lead the end-to-end design and governance of the Service Transition practice within the Digital group. You will establish policies and processes to manage digital services through their lifecycle.

Working with business stakeholders and digital teams, you will oversee transition plans, risk management, and continuous improvement, ensuring BAU readiness and alignment with ITIL frameworks.

Qualifications

• Bachelor’s degree in information technology, Computer Science, or a related discipline, or equivalent professional experience.
• Strong understanding and experience in ITIL service management practices.
• Demonstrated experience in project delivery, and technical support operations.
• Proven ability in guiding the implementation and adoption of a Service Transition practice.
• Understanding of ICT governance frameworks, compliance requirements, and risk management.
• Ability to support and encourage continual service improvement in business processes and systems.
• Strong stakeholder engagement skills to bridge gaps between technical developers, project managers, and support teams to negotiate solutions and resolve issues.
• Experience in implementing emerging trends and adapting to evolving ICT environments.
• Strong capability in managing change initiatives, ensuring smooth adoption of new technologies.
• Excellent communication and interpersonal skills, including the ability to negotiate.
• Ability to manage competing priorities and foster collaboration with other teams.

Responsibilities

• Develop and implement Service Transition standards, policies, processes and templates.
• Facilitate impact assessments with project teams, business and service owners to validate transition requirements.
• Work with project teams and stakeholders to negotiate, define and sign-off transition plans and acceptance criteria.
• Manage the end-to-end transition of new or significantly updated digital services ensuring operational teams are prepared and ready for a seamless handover to business-as-usual (BAU).
• Coordinate activities through Change, Release, Deployment, Service Asset, Configuration, and Knowledge Management practices.
• Participate in working groups and other governance forums to report and provide guidance on Service Transition activities.
• Coordinate hyper-care periods, triage initial operational issues, and conduct post-transition -reviews.
• Monitor transition risks, dependencies, and roadblocks, providing clear status updates to relevant stakeholders at project team meetings and/or working groups.

Skills

ITIL knowledge

Stakeholder engagement

Change management

Communication

Education

Bachelor's degree in information technology or related discipline

Job description

Aged Care Quality and Safety Commission – Brisbane QLD

About the Aged Care Quality and Safety Commission

The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.

We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.

We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.

We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.

Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au

About the Team

The Service Management Office (SMO) is a function of the Enterprise Service Management section within the Digital branch of the Commission. Enterprise Service Management (ESM) enables service excellence across the Commission by providing responsive, user-focused support services and improving how services are delivered across the organisation. Bringing together the Digital Service Centre, End User Services, Application Support, and Infrastructure Support, along with service management governance, the team works closely with stakeholders to deliver consistent, efficient and reliable services, drive continuous improvement, and ensure staff have the tools, systems and support they need to achieve business outcomes.

About the Role

As the APS6 Service Transition Manager you will be responsible for the delivery of the Service Management Office (SMO) strategic vision providing end-to-end design, governance, and continuous optimisation of the Service Transition practice within the Digital group.

You will establish and maintain the policies, processes, and cultural initiatives required to manage the transition of digital data and technology services through their lifecycle. This role will ensure continuity of business operations by aligning with IT Service Management (ITSM) frameworks such as ITIL to ensure operational teams are prepared to support and maintain digital services.

You will work closely with business stakeholders and other Digital teams to understand and develop supporting deliverables fostering a culture of service excellence and innovation.

Position Duties

• Develop and implement Service Transition standards, policies, processes and templates.
• Facilitate impact assessments with project teams, business and service owners to validate transition requirements.
• Work with project teams and stakeholders to negotiate, define and sign-off transition plans and acceptance criteria.
• Manage the end-to-end transition of new or significantly updated digital services ensuring operational teams are prepared and ready for a seamless handover to business-as-usual (BAU).
• Coordinate activities through Change, Release, Deployment, Service Asset, Configuration, and Knowledge Management practices.
• Participate in working groups and other governance forums to report and provide guidance on Service Transition activities.
• Coordinate hyper-care periods, triage initial operational issues, and conduct post-transition -reviews.
• Monitor transition risks, dependencies, and roadblocks, providing clear status updates to relevant stakeholders at project team meetings and/or working groups.

Position Eligibility Requirements (Selection Criteria):

To be successful in this role you will need to demonstrate the following:

• Bachelor’s degree in information technology, Computer Science, or a related discipline, or equivalent professional experience.
• Strong understanding and experience in ITIL service management practices.
• Demonstrated experience in project delivery, and technical support operations.
• Proven ability in guiding the implementation and adoption of a Service Transition practice.
• Understanding of ICT governance frameworks, compliance requirements, and risk management.
• Ability to support and encourage continual service improvement in business processes and systems.
• Strong stakeholder engagement skills to bridge gaps between technical developers, project managers, and support teams to negotiate solutions and resolve issues.
• Experience in implementing emerging trends and adapting to evolving ICT environments.
• Strong capability in managing change initiatives, ensuring smooth adoption of new technologies.
• Excellent communication and interpersonal skills, including the ability to negotiate.
• Ability to manage competing priorities and foster collaboration with other teams.

Position Notes:

• Salary offered will be between $99,784- $112,571per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.