Lead Systems Administrator, Service Lifecycle & Readiness

NSW Police Force; Parramatta; On-site; AUD 133,000 - 147,000; Full time

Benefits offered by this job

Flexible work options

Leave purchase option

Annual leave loading

Wellbeing programs

Job summary

The NSW Police Force is seeking a Systems Administrator to join the Service Management Office, Technology and Communication Services Command. You will support service delivery across the enterprise IT environment and help shape enterprise-wide service lifecycle management and operational readiness.

Leveraging ITSM best practices, you will collaborate with stakeholders, drive service health metrics, and ensure services meet business outcomes while maintaining security and resilience.

Qualifications

• Experience in Service Lifecycle Management, Service Assurance, Operational Readiness, and Service Delivery governance.
• Experience developing and governing Operational Readiness, Service Acceptance, and Service Assurance frameworks.
• Experience using ITSM platforms such as ServiceNow.
• Experience developing, monitoring, and reporting on SLAs, OLAs, KPIs, and service health indicators.

Responsibilities

• Lead maturity and improvement of Service Lifecycle Management, Operational Readiness, Service Assurance, and Service Management practices across a complex enterprise technology environment.
• Establish and govern operational readiness frameworks to ensure new and changed services are supportable, sustainable, and transitioned effectively into operational support.
• Drive the development of meaningful service reporting, performance insights, service health indicators, SLA governance, and continual service improvement initiatives.
• Partner with business stakeholders, service owners, project teams, support groups, and vendors to ensure services meet agreed business outcomes, operational requirements, and service commitments.
• Provide oversight of service performance, availability, reliability, operational risk, resilience, and customer experience across the service lifecycle.
• Facilitate Operational Readiness Reviews (ORRs), service acceptance activities, and transition governance to improve service stability and reduce operational risk.
• Collaborate with Incident, Problem, Change, Service Desk, Architecture, Security, and technical support teams to improve service outcomes and organisational capability.
• Promote effective knowledge management practices that support operational teams, improve supportability, and enhance customer experience through quality knowledge assets and information sharing.
• Drive continual improvement initiatives focused on service quality, operational efficiency, risk reduction, self-service capability, and service maturity.

Skills

Service Lifecycle Management

Service Assurance

Operational Readiness

Service Delivery

Service Level Management

Stakeholder Engagement

Tools

ServiceNow

Job description

The NSW Police Force is seeking a Systems Administrator to join the Service Management Office, Technology and Communication Services Command. You will support service delivery across the enterprise IT environment and help shape enterprise-wide service lifecycle management and operational readiness.

Leveraging ITSM best practices, you will collaborate with stakeholders, drive service health metrics, and ensure services meet business outcomes while maintaining security and resilience.