Manager Operational Assurance

Queensland Government; City of Brisbane; On-site; AUD 140,000 - 180,000; Full time

Benefits offered by this job

12.75% superannuation

17.5% leave loading

Competitive salaries

Employee wellbeing support

Job summary

Queensland Health is seeking a Manager Operational Assurance to lead a senior technical team responsible for enterprise infrastructure services, incident handling, and service performance across the organisation. The role focuses on aligning services with enterprise architecture and security standards while coordinating with stakeholders.

You will drive improvement, manage contracts and budgets, and develop briefs and strategic communications to support service excellence within the Technology

Qualifications

• Experience implementing ITIL-based service management processes across incidents, problems, changes and releases.
• Experience delivering enterprise infrastructure services for large, customer-focused organisations.

Responsibilities

• Lead and manage a high-performing technical team delivering enterprise infrastructure services.
• Oversee ICT incidents and problems to ensure service levels are met.
• Collaborate with operational teams to align services, processes and performance standards.
• Oversee governance of infrastructure resources, assets and budgets.
• Build and maintain vendor relationships and manage contracts and service providers.

Skills

ITIL Service Management

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Enterprise Network

IP Telephony / SIP

Vendor & Contract Management

Tools

SBC solutions

Quality of Service

Job description

What you'll doAs the Manager Operational Assurance, you will lead and manage a high-performing technical team responsible for the delivery, operation and support of enterprise infrastructure services, ensuring reliable system connectivity and the effective management of ICT incidents and problems to meet agreed service levels. You will collaborate closely with operational teams across the branch to drive the alignment and integration of services, processes and performance standards, while overseeing the provision, implementation and optimisation of infrastructure resources and assets. In this role, you will monitor and analyse operational performance, develop workforce and business plans, and foster strong partnerships across Technology Services Branch to support service excellence. You will work with vendors and stakeholders to identify solution capabilities, ensure strategic alignment, and proactively manage service provider contracts and budgets to support the ongoing delivery of shared enterprise infrastructure. Additionally, you will lead the development of briefs, reports and strategic communications, engineer fit-for-purpose solutions that align with enterprise architecture and security standards, and build strong relationships with stakeholders to achieve a shared understanding of ICT challenges and solutions.About youWe are searching for someone who has:Demonstrated ability to develop and promote ITIL Service Management processes primarily incident / problem / change / release / configuration management. (SFIA Code: ITMG 6).Proven general understanding and high level technical knowledge in some of the following technology domains, to provide technical direction, standardisation, professional advice and support of enterprise infrastructure in a large customer focus organisation: (SFIA Code: TECH 6)External Access and voice service solutions;Enterprise Network, both Wide and Local Areas;IP Telephony, Session Initiated Protocol (SIP) connectivity, Telecommunications termination infrastructure and Session Border Controller solutions including Quality of Service models and least cost routing for voice carriage.;Extensive expert knowledge of current and emerging practices in the management of large scale enterprise applications and the ability to rapidly acquire knowledge of the business environment of healthcare. (SFIA: EMRG Level 5.Demonstrated ability to manage diverse activities and priorities across organisational boundaries to ensure that service delivery meets agreed service levels in a customer focused ICT environmentWhy work with us?Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing. This includesCompetitive salaries12.75% superannuation17.5% leave loadingEmployee wellbeingAccess to 24/7 confidential employee support providers and counsellors including for immediate family membersAdditional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.Professional developmentCareer progression with more than 300 diverse career pathways and career support to take you further!Access to a variety of programs and initiatives to support training and career growth.Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.Our commitment to equity, diversity and inclusionAt Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.Ready to apply?For further information on how to apply please review the attached Role Description.This work is licensed under a Creative Commons Attribution 3.0 Australia License.