Airservices Jobs – Manager Integrated Service

Job Description:

Be an integral member of the Service Management & Support Services management team, building and maintaining a high-performing and accountable team, playing a key role in the successful delivery of service outcomes for customers within Airservices.

In this role you will develop, manage, and motivate a team of staff who are responsible for 24/7 monitoring, control, initial response, and co-ordination of Information and Communications Technology and Operational Technology support services in a mission critical environment, ensuring safe, efficient, and high-quality service delivery.

Job Responsibilities:

• Defining performance measures and metrics, customer satisfaction surveys, performing trend analysis, and reporting on key performance and quality measures.
• Ensuring the operations centre maintains and understands the real time performance of our services 24 hours a day, 7 days a week, ensuring safe delivery of regulated mission critical services.
• Participation in high priority incident management during business hours, and after hours as required, acting as an escalation point
• Leading the transition, implementation, and ongoing embedding of the Integrated Service Operations Centre to enable the shift from systems to service management.
• Developing and communicating a mission and strategic vision for the Integrated Service Operations Centre aligned to organisational priorities and objectives.
• Ensuring that operations centre complies with CASA, ICAO, Statutory Authorities and Airservices Australia technical, security and safety standards.
• Developing the capability of the team, addressing future requirements of transitioning from a system to service focus by leading a capability uplift to achieve our strategic objectives.

Job Requirements:

• High level of verbal communication skills with the ability to interact and collaborate with senior managers, various teams within CTEO, Airservices and external Service Providers.
• Demonstrated analytical and problem-solving skills that ensure that underlying problems are identified, and robust action plans are enacted.
• Proven leadership and people management skills, with experience building effective high- performance cultures that improve service outcomes, develops, and retains staff.
• Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organisation.

Qualification & Experience:

• Experience in writing executive level reports, briefing papers and memos, and developing business cases.
• Tertiary qualifications and/or significant experience leading a customer focused IT Service Management organisation within a large/complex organization, and a minimum of ITIL foundations certification.

Job Details:

Company: Airservices

Vacancy Type:  Full Time

Job Location: Melbourne, Victoria, Australia

Application Deadline: N/A

Apply Here

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