Expression of Interest
Manager - ICT Business and Support Services
Executive Level 2
What you will do
The role of the Manager of the ICT Business and Support Services Section is to manage the successful provision of services to ACMA clients, both external and internal through the Customer Service Centre (CSC) and Corporate Service Desk (CSD). Additionally, the ICT Business and Support Services section is responsible for the management of the ACMA’s enterprise service management toolset, Ivanti Neurons, and the leadership of the Change Advisory Board.
The role reports directly to the Chief Information and Digital Officer.
The successful candidate will:
- provide leadership, mentoring, and professional development to ~20 team members spread across Canberra, Sydney, and Melbourne
- maintain and improve an ongoing effective service delivery model for ICT helpdesk in a dynamic environment
- introduce high levels of standardisation and automation to ensure high quality, consistent and timely service delivery
- deliver ongoing effective service delivery for the Customer Service Centre in providing external stakeholders service support over email and phone, whilst working closely with Web and Digital Services team to identify improvements to the website and online services
- manage and coordinate the ICT Change and Release Management process for both BAU as well as major project changes to the ICT environment
- builds and sustains strategic relationships with internal and external networks, liaising with stakeholders to address their needs
- anticipates and establishes priorities, monitors progress and works to deliver required corporate outcomes, specific ACMA functions or programs, and oversees the development of strategic business plans and strategies to deliver on aims and objectives
- translate strategic priorities into operational plans and drive a culture of continuous improvement and operational excellence.
Skills and capability we need
We are seeking a candidate who has:
- a proven ability to translate strategic direction into operational outcomes and team alignment
- a strong IT Service Delivery experience with demonstrated ability to build trusted stakeholder relationships
- advanced communication skills, including the ability to present complex information clearly
- demonstrated leadership experience managing teams delivering complex outcomes under tight timeframes
- the ability to operate with a high level of autonomy, with strong judgement, risk management, and problem-solving capabilities
- commitment to continuous improvement and innovation in service delivery
- the ability to influence, negotiate, and achieve strategic outcomes across diverse stakeholders
- experience leading a technical service desk, contact centre, or similar functions
- a strong understanding of service management and continuous improvement frameworks
- knowledge of contemporary technologies relevant to enterprise and executive
- strong prioritisation and time management skills and understands the broader factors on work objectives and longer-term impact on work area priorities.
What you will gain from the experience
In this role you will gain exposure to frontline customer service and in turn build an appreciation of the diverse nature of the ACMA business. Through this you will broaden the relationships across all areas of the ACMA.
You will be able to actively participate in the ICT leadership functions of the ACMA and gain exposure to all the corporate service areas that come together to enable the ACMA to function effectively.
You will gain experience in structured frameworks as they apply to service delivery, in particular the ITIL model and above all you will gain the at scale leadership opportunity to shape and grow a 20-person strong team.
About our team
The Digital and Technology Services Branch provides leadership in the design, development and operation of digital and technology services for the ACMA and its stakeholders. The Branch works in a partnership model with all ACMA divisions to ensure their unique technology requirements are fit for purpose.
The Branch provides a full-service model that incorporates all Digital and Technology functions. This includes ICT security, first contact customer service, information management and digital literacy, maintaining ICT system availability and operations, project management and governance services. The Branch provides architectural approval and authority to operate over the systems used by the ACMA.
Additional information:
This opportunity is available on a full-time basis with Canberra being the preferred location and flexibility for the right candidate.
This opportunity is open to existing APS employees only, and will be offered to a successful candidate for an initial period of 10 months (to June 2027). There is a possibility of extension, and a permanent (at level) Section 26 transfer may be considered for an ongoing APS employee.
The successful applicant will require a Baseline security clearance.
Please refer to the candidate pack for further information about the position, and how to apply.
Technical assistance: For questions relating to the online lodgement of your application, please email [email protected] before the closing date.
