We are seeking an experienced Information Technology leader with Operations and Delivery experience to drive the implementation and support of our operating requirements ensuring alignment to service monitoring, availability and health. Aligned with the 24x7 operating environment, this role will also broker the implementation and management support of a new Operating Model across the Command Centre space. Success for this position is measured in the delivery of the IT Operations capability in the eyes of our customers and internal stakeholders, developing strong product, process and technical acumen within the team and driving iterative improvement.

Responsibilities Include

• Drive integration activities across the Command Centre and support the next generation Command Centre Operation Model
• Work across functional teams, design, implement and maintain critical procedures utilised by Service Delivery, Major Incident and IT Operations functions
• Responsibility for communication during incidents, driving escalations, investigation and resolution of incidents, ensuring outage updates are timely, accurate and of high quality
• Provide recommendations on troubleshooting and other technology improvements to quickly resolve incidents, ensuring infrastructure and application stability
• Continuous development & daily management of service quality, focused on increasing customer satisfaction via reduced meantime to restore service, increased data quality and comprehensive notification
• Utilise continuous improvement methodologies (e.g. ability to quantify impact, increase productivity, shorten feedback loop etc.) to improve service delivery
• Maintain communications and coordination between internal and external service providers to maintain situational awareness at all times
• Foster relationships with all customers, internal teams and end users becoming a champion of user satisfaction.
• Drive regular meetings with Business Units and Support Units on IT incidents and IT problems.
• Drive changes across department to improve on application and infrastructure availability and service targets
• Work with the Management Team to promote the up-skilling of talent, radically increasing Command Centre value and drive a positive culture aligned to our values
• Day to day management of the Command Centre teams, including but not limited to staff development and training, setting and reviewing of KPA’s and KPI’s, conducting periodic performance reviews, preparation and maintenance of shift rosters, maintaining a capable and competent team whilst ensuring positive morale and an enjoyable yet challenging work space for the team

Behavioural Attributes

• Provide amazing experiences to both internal and external customers by seeing the big picture, understanding their ...
  
  
  Additional Info:
  5 to 10 years
  
  Salary: RNegotiable
  
  Job Reference #: 1937370023