Aged Care Quality and Safety Commission – Hobart TAS
The Aged Care Quality and Safety Commission (the Commission) was formed on 1 January 2019. We work to improve the lives of older people by maintaining the integrity of the aged care system.
As the single independent regulator of Australian Government aged care services, we offer a variety of interesting and challenging jobs across most capital cities.
It is an exciting time to join the Aged Care Quality and Safety Commission, with major reforms underway to improve aged care in Australia. You will be contributing to our role as the national regulator to safeguard and protect older Australians receiving aged care services.
Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website
About the Team
Service Management Office (SMO) is part of the Enterprise Service Management section within the Digital branch of the Commission. The section is responsible for supporting the Commission by offering various digital support functions, service delivery governance and adoption of enterprise service management across the Commission, focusing on robust service management practices and integrated support services to enhance efficiency, transparency, and user satisfaction.
The SMO is responsible for effective management and ongoing governance of various digital service management practices, along with the adoption of enterprise-wide service management for integrated service delivery and excellence. This will include maintaining a current state of the digital service management capabilities as they undertake continuous improvement in line with industry good practice.
About the Role
As the Assistant Director, Service Management Office you will lead the establishment and ongoing management of the digital service management function of the Commission. Your role is pivotal in driving continuous improvement, enhancing the service delivery model, whilst leading our mission‑critical technology operational functions that underpin the day‑to‑day performance and operation of the Commission.
You will oversee the end‑to‑end management of digital service delivery, ensuring that they are efficient, effective, and capable of supporting the business's evolving needs. This role requires a strategic leader with transformational leadership skills, and a deep understanding of service management practices and frameworks.
You will work closely with senior business leaders and digital teams to foster a culture of service excellence and innovation, while ensuring the optimisation of ITSM processes across various business units. The uplift of the ITSM function and driving its adoption will be central to the role, with a focus on improving capabilities in enterprise service delivery, support, and service excellence across the organisation. Additionally, the role is focused on enhancing employee experience by supporting the Director, Enterprise Service Management in driving the adoption of ESM through the relevant service management platforms.
Position Duties
* Lead and manage enterprise‑wide ITSM functions for critical practices including service catalogue management, service design and transition management, request fulfilment, change and release management, SACM, event, incident and problem management, service reporting, knowledge management, and access management, in addition to providing leadership and direction during periods of significant organisational and technology change, and during service outages (e.g. P1 and P2 incidents).
* Provide technical leadership of the Commission's ESM strategy of resetting service management in alignment with industry good practice. Identify and analyse opportunities to leverage emerging ITSM market trends and how Digital Service Management needs to evolve with contemporary delivery models and services such as continuous integration/continuous delivery, DevSecOps, and cloud‑based Infrastructure‑as‑a‑Service and Platform‑as‑a‑Service.
* Ensure that appropriate process governance mechanisms are established to support the effective execution of these processes and functions (e.g. Digital Change Advisory Board, Release Approval Board) and drive ongoing monitoring and identification of emerging ITSM needs and assessing the relevance and suitability of ITIL processes. Advocate and lead continuous process improvement via adoption of relevant leading practices and the application of lean and continuous improvement design principles.
* Drive the execution of digital service management practices such as incident, problem and request management, change and release management, and the orchestration of service design and transition management, service catalogue management along with other practices to enable SIAM across various suppliers (including other agencies) and internal support groups to achieve business requirements.
* Align the Service Management functions in a structure that will enable continuous improvement. Identify key gaps in knowledge and develop personnel to be fully across their responsibilities.
* Lead and manage staff including developing, coaching and mentoring staff, and building commitment to shared goals.
* Provide leadership and direction to the team; ensure effective working relationships are built through respect, trust and collaboration; support team culture by establishing team values and goals and leading by example.
* Other duties, as required.
Requirements (Selection Criteria)
* Tertiary qualification in Information Technology/Computer Science and/or equivalent industry experience and relevant ITSM certifications.
* Strong leadership and people management skills, with significant experience in building effective/high‑performance teams along with developing and retaining staff.
* Extensive experience governing and driving the execution and coordination of business‑critical ITSM processes such as Service Catalogue, Service Design & Transition, SACM, SIAM, Event, Incident and Problem Management, Change Enablement, Release & Deployment Management and Request Fulfilment.
* Experience in managing mature, contemporary ITSM organisations in a large, complex environment with a multi‑sourcing delivery model.
* Solid understanding of Enterprise Service Management practices along with proven experience in implementation of service management platforms (e.g. ServiceNow, Manage Engine Service Desk Plus, BMC Remedy etc.) including facilitating relevant organisational change.
* Excellent communication and interpersonal skills, including the ability to negotiate and influence confidently.
* Demonstrated ability to establish and maintain effective working relationships with internal and external stakeholders, to enable successful business outcome.
* Modern software development methods, approaches, and frameworks.
* Highly developed analytical and problem‑solving skills.
* Strong stakeholder engagement, relationship building and change management skills.
* Understand and actively demonstrate the APS Code of Conduct and Values.
* Extensive knowledge of contemporary ITSM processes and practices, and experience in implementing them, including adapting ITSM for emerging service delivery models (i.e. infrastructure as a service, platforms as a service, complex application services), continuous delivery and DevSecOps approaches typically used in a multi‑faceted technology environment.
Position Notes
* Salary offered will be between $118,588.00 – $135,251.00 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
* Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit
* Non‑ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
* Merit Pool established through this selection process may be used to fill this or future ongoing or non‑ongoing vacancies.
Application Instructions
In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600 words, including what strengths you would bring to the role, and a copy of your CV. Please complete the application and submit by 23rd December 11:30 pm (AEDT).
Contact
Please contact our recruitment team on 3*** or ***********@agedcarequality.gov.au for assistance with accessing our website or with lodging your application.
Specific questions about the roles can be directed to Chandra Lanka by emailing *************@agedcarequality.gov.au with Position title in the subject line.
Diversity and Inclusion
The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.
The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.
RecruitAbility
RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit
Reasonable Adjustments
We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. Please email ***********@agedcarequality.gov.au if you need any adjustments made.
Further Information
For further information about the Quality Commission, office locations and other related resources, please visit
For more information on the Australian Public Service, please visit and
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