APS6 Service Transition Manager

Aged Care Quality and Safety Commission; Melbourne; Presencial; AUD 100.000 - 113.000; Jornada completa

Descripción de la vacante

The Aged Care Quality and Safety Commission in Australia seeks an APS6 Service Transition Manager to lead the Service Management Office's end-to-end transition of digital services. You will design, govern and continuously optimise transition practices within the Digital group, ensuring ITIL-aligned processes and seamless handovers to BAU.

Working with business stakeholders and other Digital teams, you will implement policies, assess impacts, manage risks, and coordinate change activities to

Formación

• Bachelor's degree in IT or 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.

Responsabilidades

• 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.

Conocimientos

ITIL service management

Stakeholder engagement

Project delivery experience

Change management

ICT governance knowledge

Communication skills

Negotiation

Risk management

Team collaboration

Educación

Bachelor's degree in information technology or related discipline

Descripción del empleo

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):

• 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.

Please contact our recruitment team on (02) 9633 3*** or ***********@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Evan Psarakis by emailing *************@agedcarequality.gov.au with Position title in the subject line.