Enabling Services supports the Commission to fulfil its purpose of being a valued, credible and trusted partner to the APS.
The Branch provides strategic and operational services to ensure the efficient work of the Commission. They lead and support a culture of continuous improvement, with innovative approaches to business processes that are fit for purpose, create value and improve productivity across the Commission.
The Branch ensures efficient corporate services within the Commission and consists of the following teams: People, Property and Security; Information Technology and Procurement; Info, Data and AI; Governance, Risk and Parliamentary, and Finance.
About the Role
Reporting to the Assistant Director – ICT Strategy, Operations & Service Delivery, the APS6 ICT Operations Lead manages day-to-day ICT operational delivery, with responsibility for onboarding/offboarding, security clearance administration, asset and licence lifecycle, and service performance reporting. The role supervises junior staff, drives service improvement using ITSM practices, coordinates major incidents and problem management, and ensures Standard Operating Procedures and controls align with PSPF/ISM requirements.
Key Responsibilities
* Plan and oversee ICT onboarding/offboarding ensuring timely day-1 readiness and secure exits.
* Lead security clearance management (sponsorships, tracking, auditing, reporting, invoicing) and liaison with the Commission's Shared Service Provider.
* Supervise staff; set work plans, coach and quality‐assure outputs.
* Manage Service Desk Workflows, Onsite support and operational SLA performance.
* Coordinate major incidents and drive problem management and RCA follow‐ups in conjunction with relevant Assistant Directors, depending on incident type.
* Oversee user access administration under PSPF/ISM aligned SOPs; escalate exceptions.
* Manage asset lifecycle (stocktakes, disposals, reconciliations) and SaaS licence hygiene.
* Maintain operational SOPs, runbooks, knowledge articles and deliver training refreshers.
* Produce dashboards and reports on service, clearances, assets and risks for governance.
* Identify and implemented continuous improvement opportunities.
Key Capabilities
* Strong ITSM operational leadership with excellent coordination and follow‐through.
* Knowledge of onboarding/offboarding access control basics and clearance processes.
* Data‐driven approach to SLAs, reporting and service improvement.
* Clear, confident communication with stakeholders and vendors.
* People leadership – coaching, feedback, and quality management.
* Understanding of PSPF/ISM operational controls.
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