Operations Assurance Manager

Talent; Canberra; On-site; AUD 110,000 - 160,000; Full time

Job summary

Talent is seeking an experienced Operations Assurance Manager to oversee the delivery, transition and ongoing operation of ICT capabilities in a complex government environment in Canberra.

You will lead service introduction, transition and operational assurance, coordinate change and release management across Agile and waterfall delivery, and develop performance reporting with KPIs and SLAs. Strong SharePoint and Power BI skills are valuable, with NV1 clearance preferred.

Qualifications

• ITIL certification or equivalent
• Experience in service introduction, transition and operations
• Strong incident and problem management capabilities

Responsibilities

• Support service introduction, transition and operational assurance across ICT capabilities.
• Coordinate change and release management across Agile and waterfall environments.
• Support incident and problem management processes and resolve service issues.
• Contribute to project delivery activities for changes in capabilities.
• Develop and maintain KPI, SLA and performance reporting.

Skills

Service management

ITIL V4/V5

Incident management

Problem management

Change & release management

Service reporting

SharePoint

Power BI

Agile & Waterfall

NV1 security clearance

Tools

SharePoint

Power BI

Job description

Position Overview

An opportunity is available for an experienced Operations Assurance Manager to support the delivery, transition and ongoing operation of ICT capabilities within a complex, secure government environment. The role will provide assurance across service introduction, service transition and operational activities, helping ensure new and changed capabilities are introduced effectively and supported by strong service management practices. You will work across technical, project and operational stakeholders, with a particular focus on change, release, incident, problem and service performance management.

Key Duties

• Support service introduction, transition and operational assurance activities across ICT capabilities.
• Coordinate and oversee change and release management activities across Agile and waterfall delivery environments.
• Support incident and problem management processes, including the identification and resolution of service issues.
• Contribute to project management and delivery activities associated with new or changing capabilities.
• Develop and maintain service reporting covering KPIs, SLAs and broader service performance measures.
• Maintain operational information, reporting and assurance artefacts using SharePoint.
• Work with delivery and operational stakeholders to support the effective release and transition of capabilities into service.
• Assist with reporting and visibility of operational performance, risks and service outcomes.

Skills and Experience Required

• Strong experience across service management, including service introduction, service transition and service operations.
• ITIL certification, preferably ITIL V4 or V5.
• Demonstrated experience in incident and problem management.
• Strong knowledge of change and release management across Agile and waterfall environments.
• Experience supporting or delivering projects within complex ICT environments.
• Demonstrated capability in service reporting, including KPIs, SLAs and service-level reporting.
• Strong SharePoint skills, particularly working with lists and reporting.
• Power BI experience is desirable
• Experience with Agile Release Train management tools is desirable but not mandatory.
• Previous experience delivering projects within a highly secure government environment and supporting service change or capability releases will be highly regarded.
• Current NV1 security clearance.