The Service Transition and Operations Manager is responsible for ensuring that the operational ITSM processes are structured, have permanency and are continually improved to increase productivity, reduce risk, and create value for eHealth Queensland's customers through high quality ICT services (this includes Incident, Problem, Configuration, Change and Release management). The Service Transition and Operations Manager leads a specialist team of ITSM experts managing and setting the direction of current and future activities. The manager adds value through extensive knowledge of ITSM processes and ITIL, while implementing process solutions based on industry standards and best practices.
What you'll do
As the Manager, Service Transition and Operations, you will manage the core eHealth Queensland ITSM operational processes, including Incident, Problem, Configuration, Change and Release Management, ensuring they effectively meet the needs of customers and support teams. You will lead and develop a team of ITIL/ITSM process specialists, fostering a strong customer-first culture underpinned by LEAN continual improvement and service automation principles. In this role, you will establish and maintain robust Incident Management frameworks that enable timely resolution of customer issues while reducing inefficiencies associated with complex or manual support processes. Additionally, you will be responsible for developing and maintaining the Major Incident Management framework, ensuring stakeholders and customers receive accurate, timely information to support operational continuity and resolution pathways. This includes overseeing a 24/7 rostered on-call team of Major Incident Coordinators to effectively manage, elevate and communicate Priority 1 and Priority 2 incidents through to closure.
About you
We are searching for someone who has:
* Demonstrated high level understanding of IT Service Management and ITIL best practice framework applicable to a large ICT customer service delivery organisation
* Demonstrated ability to design, implement and promote IT Service Management processes within a large, complex service delivery organisation
* Advanced interpersonal, communication, negotiation, consultation and collaboration skills incorporating the ability to liaise and consult effectively with personnel at all levels within and external to eHealth Queensland
* Demonstrated high level organisational skills including the ability to establish own work priorities and manage time effectively, whilst remaining flexible to respond to changing needs in a busy environment
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