Manager, IT Operations and Managed Services

Environment Protection Authority; Melbourne; On-site; AUD 167,000 - 191,000; Full time

Job summary

EPA Victoria, based in Melbourne, seeks a Manager of IT Operations and Managed Services to lead a technical team and ensure reliable, secure IT operations ahead of contract expiry.

You will drive incident/problem/change management, lead major incident responses and provide executive risk/cost reporting to the CIO. On-site role at Docklands with a focus on cost efficiency and provider accountability.

Qualifications

• Proven experience leading IT operations and service management in a complex organisation with budget and staff accountability.
• Overseeing managed services and enforcing contracted service levels and RACIs.
• Advanced knowledge of IT service management across incident, problem and change management.
• Experience leading major incident response and executive reporting.
• Knowledge of Victorian Government IT sourcing, procurement and vendor management.

Responsibilities

• Lead the IT Operations and Managed Services unit, including work organisation, budget, resourcing, performance and capability.
• Hold MSPs accountable for operational performance against SLAs and RACIs.
• Own and mature IT service management processes across incident, problem, change, request and configuration management.
• Lead major incident response and service restoration, including executive reporting.
• Own operational readiness ahead of the contract expiry, including knowledge, documentation and exit obligations.
• Provide authoritative advice to the CIO on operational risk, service performance and cost.

Skills

IT Operations Leadership

Vendor Management

ITIL Certification

Major Incident Response

Service Management

Budget Management

Education

IT/CS Degree

Job description

Manager, IT Operations and Managed Services

Salary: VPS 6.2 - $166,939 to $191,084 + 12% superannuation

About the Organisation

EPA works to prevent and reduce the harmful effect of pollution and waste on Victoria’s environment and people. We work with community, industry and businesses. As the needs of Victorians change, we must be equipped to adapt and respond to a range of factors.

We are a workplace committed to new ways of working, EPA celebrates diversity of people and lifestyles. We offer a wide range of practical options to support both your work and personal life.

The EPA Experience

• See the impact in the communities we live in: at EPA you see your work first-hand
• Range of internal working groups, networks and volunteering opportunities
• On-the-job training for a wide range of environmental role
• Flexible start and finish times, as well as compressed work week options

About the role:

As Manager, IT Operations and Managed Services, you will lead EPA’s IT operations capability. You will be accountable for managed service provider performance, own EPA’s IT service management processes and assure the availability, security and cost of IT operations ahead of the managed services contract expiry.

This is an opportunity to lead a technical team, strengthen provider accountability and operational readiness, command major incident response and provide authoritative advice on operational risk, service performance and cost.

In this role you will:

• Lead the IT Operations and Managed Services unit, including work organisation, budget, resourcing, performance and capability.
• Hold managed service providers accountable for operational performance against contracted service levels and clear RACIs, partnering with Vendor Performance and Commercial Management.
• Own and mature IT service management processes across incident, problem, change, request and configuration management.
• Lead major incident response and service restoration, including command of the response and executive reporting.
• Own operational readiness ahead of the managed services contract expiry, including knowledge, documentation and exit obligations.
• Provide authoritative advice to the Chief Information Officer on operational risk, service performance and cost, and lead the unit’s transition from service delivery to oversight and assurance.

Skills and experience

• Demonstrated experience leading an IT operations or service management function in a complex organisation, with budget, staff and cross-functional delivery accountability.
• Demonstrated experience overseeing managed services, holding providers to contracted service levels and clear RACIs, and resolving complex and sensitive issues with broad impact.
• Advanced working knowledge of IT service management across incident, problem and change management.
• Demonstrated capability leading major incident response and service restoration, including assurance reporting to senior executives.
• Knowledge of Victorian Government IT sourcing, procurement and vendor management, with the ability to partner effectively to drive value and provider performance.
• Ability to work from EPA’s Docklands office five days per week and lead a team operating on site.
• Formal ITIL certification and relevant IT or Computer Science qualifications are highly desirable. An understanding of environmental regulation relating to pollution and waste is advantageous.

To see the full position description: Click Here

Need to know more?

All prospective employees will also undergo a National Criminal Record Check prior to an offer of employment. You must be an Australian Citizen or Permanent Resident or hold a valid work permit or visa. Preferred candidates will be subject to pre-employment checks including, but not limited to, police checks, reference checks and role related security clearances.

EPA Victoria recognises the value of the diversity, strength, and knowledge of Aboriginal and Torres Strait Islander people as we work with Traditional Owners to care for our environment. We provide a culturally safe and embracing work environment.

We are an equal opportunity employer with a commitment to merit, equity, diversity, and inclusion in the workplace. We believe our workforce should represent the diversity of the lands upon which we reside; and we actively embrace staff of different abilities, orientations, backgrounds, faiths, and genders.

For any enquiries relating to this role, please reach out to *******@epa.vic.gov.au