**Job description**:
Our client, is a dynamic organization at the forefront of digital innovation, committed to enhancing healthcare through cutting-edge technologies. As a leader in the field, they are dedicated to optimizing the performance and reliability of systems, ensuring seamless delivery of services to their stakeholders. The position can be located in either Brisbane, Sydney or Canberra.
**Key Responsibilities**:
- Establish and manage Enterprise Operations Centre practices in alignment with ITIL and SIAM standards.
- Oversee event management practices, ensuring appropriate alerting and escalation procedures.
- Manage and report on Service Level Agreements (SLAs) with service providers.
- Monitor the performance of agency systems, building automated reports and dashboards to reflect business priorities and metrics.
- Collaborate with internal and external teams to implement automated alerting and notification systems, reducing mean time to restore (MTTR).
- Proactively support incident and problem management processes.
- Collaborate with external service providers responsible for system monitoring.
**Qualifications**:
- Essential: IT Service Operations v4 certification (e.g., ITIL v4).
- Desirable: Graduate Degree in Information Technology and/or Business.
- Desirable: IT/Digital/Business certifications relevant to the role.
- 3-5 years of relevant experience in IT Service Delivery or Support.
- Additional formal training in the following areas is desirable and will support success in the role:
- Experience in Dynatrace.
- Business and Delivery domain areas such as process design (especially Lean and Kanban), program/project management, and Agile delivery.
- Service Integration Management (SIAM).
- Technology, Quality, and Risk domain areas such as IT architecture, systems engineering/software development, and quality management.