The Service Transition and Operations Manager is responsible for ensuring that the operational ITSM processes are structured, have permanency and are continually improved to increase productivity, reduce risk, and create value for eHealth Queensland's customers through high quality ICT services (this includes Incident, Problem, Configuration, Change and Release management). The Service Transition and Operations Manager leads a specialist team of ITSM experts managing and setting the direction of current and future activities. The manger adds value through extensive knowledge of ITSM processes and ITIL, while implementing process solutions based on industry standards and best practices.
What you'll do
As the Manager, Service Transition and Operations, you will manage the core eHealth Queensland ITSM operational processes, including Incident, Problem, Configuration, Change and Release Management, ensuring they effectively meet the needs of customers and support teams. You will lead and develop a team of ITIL/ITSM process specialists, fostering a strong customer-first culture underpinned by LEAN continual improvement and service automation principles. In this role, you will establish and maintain robust Incident Management frameworks that enable timely resolution of customer issues while reducing inefficiencies associated with complex or manual support processes. Additionally, you will be responsible for developing and maintaining the Major Incident Management framework, ensuring stakeholders and customers receive accurate, timely information to support operational continuity and resolution pathways. This includes overseeing a 24/7 rostered on-call team of Major Incident Coordinators to effectively manage, escalate and communicate Priority 1 and Priority 2 incidents through to closure.
About you
We are searching for someone who has:
Demonstrated high level understanding of IT Service Management and ITIL best practice framework applicable to a large ICT customer service delivery organisation
Demonstrated ability to design, implement and promote IT Service Management processes within a large, complex service delivery organisation
Advanced interpersonal, communication, negotiation, consultation and collaboration skills incorporating the ability to liaise and consult effectively with personnel at all levels within and external to eHealth Queensland
Demonstrated high level organisational skills including the ability to establish own work priorities and manage time effectively, whilst remaining flexible to respond to changing needs in a busy environment
Why work with us?
Work alongside passionate professionals in a supportive and inclusive environment that values people and prioritises employee success and wellbeing. This includes
Competitive salaries
12.75% superannuation
17.5% leave loading
Employee wellbeing
Access to 24/7 confidential employee support providers and counsellors including for immediate family members
Additional flexibility to support your work life balance including access to generous leave entitlements, such as purchased leave, domestic violence leave, reproductive health leave, cultural leave, study and examination leave.
Professional development
Career progression with more than 300 diverse career pathways and career support to take you further!
Access to a variety of programs and initiatives to support training and career growth.
Grow your skills through hands-on experience and access to internal training opportunities and additional financial and leave benefits for approved external training and development.
Our commitment to equity, diversity and inclusion
At Queensland Health, our work environment is inclusive and supportive, and we value our employees. We are an equal opportunity employer and encourage applications from people of all cultures, abilities and backgrounds.
Our commitment to cultural safety, equity, diversity and inclusion means we understand some people may need changes to the recruitment process. If you need support during the recruitment process, such as meeting with the panel virtually instead of in person, please reach out to the hiring manager. We value diverse candidates and your need for adjustments will not affect our hiring decisions.
Ready to apply?
For further information on how to apply please review the attached Role Description.This work is licensed under a Creative Commons Attribution 3.0 Australia License.
