Manager IT Services | Burwood East

Manager IT Services

Posted on 15-Apr-2019
Application Close Date: 28-Apr-2019
Burwood East
Position Type:
Ongoing - Full Time
Job Reference:
Note clipManager IT Services.pdf (PDF, 415KB)
Job Specification

Share This:

About ESTA

ESTA is the critical link between the Victorian community and the state's emergency services agencies and it partners with the agencies to improve service delivery to the community. It provides Victoria's 24-hour emergency call-taking and dispatch services for police, fire, ambulance and VICSES and manages the provision of advanced, operational communications for police, ambulance, fire services and the SES. Its vision is to be a high-performing team trusted by the community and our partners to deliver the right emergency response. And its central goal is to save lives and prevent harm through speed and accuracy in emergency operations.

ESTA is currently implementing its Integrated Strategic Plan (ISP2023) setting ESTA's strategic direction, including a technology uplift and enablement.

About the role

This is an exciting time to join Information Technology Services (ITS) within ESTA. We launch our new information technology operating model to best meet the needs of ESTA and our stakeholders from July 2019 and your vision, experience and contribution as a senior member of the ITS team will be paramount to the success of ESTA now and into the future.

The Manager IT Services will lead the Operate and Maintain Team within ITS and report directly to the CIO. You will also be part of the overall leadership team within ITS and will be expected to motivate and develop your team towards the goal of operational excellence in a critical community service environment.

The variety and challenge in this role will come from the following duties:

  • Manage the operational day-to-day activities and production integrity of the ESTA IT enabling technology
  • Ensure customer support services are delivering high levels of customer satisfaction and measuring feedback received
  • Develop effective processes to ensure ESTA's ongoing service continuity in a 24/7 environment
  • Lead continuous service improvement of the service management function
  • Ensure a program of ongoing resilience preparation and testing is undertaken with key ITS and ESTA stakeholders
  • Liaising with key business stakeholders to manage and deliver ESTA's ITS service catalogue and business service matrix
  • Liaising and negotiating with vendors to ensure our agreements meet our SLAs and compliance expectations
  • Provide ongoing development and leadership of the IT Services team

As part of the ITS team, you may be required to travel or transfer between your primary work location and other ESTA sites to effectively carry out your duties.

About you

This is a fantastic opportunity for an experienced IT Operations Manager with strong leadership skills, especially within a business transformation environment. We are looking at implementing an ICT capability uplift, with this role being central to that outcome You have confident interpersonal skills with the ability to influence your colleagues and teams to change established processes and drive improvements forward within ITS.

You are also meticulous with your work and have the ability to liaise with multiple contracts and various vendors to ensure compliance is within agreed service levels and departmental budgets.

Please review the job description and criteria for further details before submitting your application.

What we can offer you

  • A job that's challenging and exciting
  • An opportunity to develop and grow a high performing team
  • A role that makes a vital contribution to the Victorian community through a high-performance workforce
  • Belong to a connected and highly supportive team
  • Competitive pay and benefits
  • Flexible working arrangements to work around our business needs and your lifestyle

How to Apply

Applicants should prepare a statement outlining their expression of interest and a current resume displaying relevant experience. This statement should outline why you are interested in the role, as well as addressing the selection criteria outlined in the position description.

Click the 'apply' button to be taken to ESTA's online application portal.

Applications will close at midnight on Sunday 28th of April 2019. 

Search Tips