The Bureau of Meteorology is seeking a qualified End User Services Program Manager to oversee and coordinate the various projects, products, strategic initiatives and service offerings across its Nationwide offices. Based out at the Bureau's Melbourne office, and part of a team spread across multiple offices, the successful applicant will be expected to provide strong leadership, manage in-flight End User Services projects, provide asset lifecycle governance, oversee contracts and maintain strong vendor relationships. The successful applicant will be a key member of the Service & Infrastructure Management - End User Services (EUS) section within the Data and Digital group and on a day-to-day basis work closely with the End User Services Managers as well as internal teams to maintain and improve ICT assets and services. scheduling, licence maintenance including procurements of software, hardware, and any associated peripherals within supported ICT operating environments namely - Windows, Linux, and MacOS environments. A calm assertive demeanour is required to ensure accountabilities are assigned and blockages overcome. The successful applicant will have proven practical experience in dealing with internal colleagues including senior leaders and external customers including vendors. In addition, the successful applicant will maintain vendor contract management relationships, monitor trends, perform auditing and tracking of overall asset health compliance. If an applicant is successful, the application will: • Be ITIL certified and will be expected to participate in the development, implementation, and continuous service improvements. • Have proven practical experience in dealing with internal colleagues including senior leaders and external customers including vendors. • Hold a minimum Baseline security clearance, upgrading to Negative Vetting Level 1 (requirement for this role). • Have proven excellent written and verbal communication skills which will be required to liaise with internal colleagues, support teams, management, customers including vendors. The key duties of the position include The responsibilities of the role include but are not limited to: 1. Complying with all Bureau work, health and safety policies and procedures, and taking reasonable care for your own health and safety and that of employees, contractors and visitors who may be affected by your conduct. 2. Provide oversight and support in project planning / forecasting, scheduling, reporting, review, and execution of deliverables. 3. Work with asset management owners on assisting with the end-to-end management of IT assets including vendor relationships and contract management. 4. Provide mentoring and management of group members, strong leadership for services being delivered, demonstrating innovating qualities and continuous improvement to functions aligned to their remit including management of strategic partners and vendors. 5. Provide specialist advice on ICT system environments supported by EUS, including an ability to manage tight timeframes, setting priorities, meeting tight timelines/deadlines. 6. Continuously developing new or established workflows/procedures aligned to practices being undertaken in achieving team goals which are aligned to the group's vision and mission with an emphasis on providing continuous service improvements. 7. Utilise analytical skillset including an ability to contribute into ICT continuity/improvement processes which will feed into overall Business continuity processes and Disaster Recovery Plans for areas of responsibility. 8. Utilise knowledge base utilities in providing prompt service delivery including demonstrated customer service techniques. Utilise problem solving skills and an ability to coordinate activities with other subject matter experts as required. 9. Engage with key stakeholders on a range of ICT matters, providing advice and feedback with a view to resolve or triage with an emphasis of service improvement including (not limited) attending key stakeholder forums and leadership forums. 10. Use IT Service Management processes to support services and requests, including ITIL service delivery for matters pertaining to all EUS services. 11. Work flexibly and cooperatively with others to achieve team goals. Set work priorities, meet deadlines, and continuously develop workflows and procedures aligned to practices being undertaken with an emphasis of providing continuous service improvements. 12. Use sound liaison and communication skills (written and verbal) and the ability to provide input into (not limited): • Standard Operating Procedures (SOP) • Knowledge Base (KB) • Proficiently resolving service requests/incidents whilst managing expectations (measured against SLA's and KPIs) • Contribute into ICT continuity group plans 13. Actively apply the principles and practices of Workplace Health and Safety, Workplace Diversity, Participative Workplace Practices, and other elements of the Bureau's Social Justice Strategy - http://www.bom.gov.au/careers/social-justice.shtml