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 careers-trivia.com
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