The Service Manager, Asset Information Management System (AIMS) is responsible for the product ownership of the Victorian School Building Authority’s AIMS, including product support and integrated service delivery.
About the Department
The department provides a wide range of learning and development support and services. The department provides policy leadership, plans for the future of education in Victoria and leads key cross-sector collaboration. The department plays an important system steward role by providing support, guidance, oversight and assurance across early childhood and school education systems, as well as directly providing school education and early learning centres.
About the Victorian School Building Authority
The Victorian School Building Authority (VSBA) is part of the Department of Education. Established in 2016, it oversees Victoria's largest school building program since the state introduced free public education in the 1870s. The VSBA upgrades and expands existing schools and plans, designs, and builds new schools to meet enrolment demand. It also supports schools to maintain their buildings and grounds by offering expert advice and coordinating maintenance programs and grants. With Victoria recently introducing two years of funded kindergarten, the VSBA is also working with the early childhood sector on a significant kindergarten construction program.
About the Division
The Asset Planning and Support Division supports the strategic planning, information, and systems capabilities required to manage school assets effectively. The Division works with schools and internal stakeholders to improve asset information, planning, and operational support across the portfolio. The Division trains school leaders as facilities managers and supports them to develop school maintenance plans. The Division includes the Asset Management Branch, School Asset Management Support Branch and the Asset Allocations Branch.
About the Branch
The School Asset Management Support Branch supports schools and the department through systems, advice, and operational support that strengthen school asset and facilities management capability. The branch plays a key role in enabling effective use of the asset information management system in supporting service delivery outcomes for schools and stakeholders.
About the Role
The Service Manager, Asset Information Management System (AIMS) is responsible for the product ownership of the Victorian School Building Authority's AIMS, including product support and integrated service delivery.
The role leads and develops the AIMS Service Team across service operations, including managing support tickets, analysing and resolving issues, change and release management, training and adoption, transition management, and service analytics.
The successful candidate will be highly motivated and bring experience in leading technical support for enterprise, Enterprise Resource Planning (ERP) or other business IT systems. They will have strong people leadership skills, sound technical judgement, and the ability to work collaboratively across a range of internal and external stakeholders while maintaining a strong customer focus.
Reporting to the Director, School Asset Management Support Branch, the role is responsible for managing the AIMS Service Portal, coordinating with third-party developers, and working closely with schools and internal business units to address and resolve user issues. The role also contributes strategically by building internal capability, expanding the service function, and improving service intelligence.
Key responsibilities of this role
- Accountability for the product ownership and service delivery of the Asset Information Management System (AIMS).
- Lead and develop the AIMS Service Team to support effective service operations and continuous improvement.
- Manage support tickets, analyse issues, and coordinate timely resolution of system and service matters.
- Oversee ch ange and release management activities to support stable and effective system performance.
- Lead training, adoption, and transition management activities to support business readiness and user confidence.
- Manage the AIMS Service Portal and coordinate with third-party developers and service providers as required.
- Build and maintain strong relationships with schools, internal business units, and other stakeholders to support service delivery outcomes.
- Build internal capability in the use and support of AIMS across the organisation.
- Strengthen service analytics and service intelligence to support informed decision-making and continuous improvement.
- Provide advice, briefings, and options on complex issues to support departmental planning and decision-making.
- Contribute to local business planning and branch priorities in line with departmental objectives.
Attributes
- Strong leadership capability and demonstrated ability to build team performance and capability.
- Excellent communication skills, with the ability to explain highly conceptual or technical issues to non-expert audiences.
- Strong critical thinking and problem-solving skills, including the ability to identify issues and respond effectively.
- Flexibility and adaptability, with the ability to respond to changing priorities and improve service outcomes.
- Strong stakeholder management and negotiation skills, including the ability to work collaboratively across schools, business units, and external providers.
- High level of digital and technological literacy.
- Strong systems thinking and outcomes focus.
- A strong customer service focus and commitment to responsive, high-quality support.
- Ability to use data, reporting, and service insights to support service improvement.
- Sound business and commercial acumen.
- Commitment to the Victorian Public Sector Values of Responsiveness, Integrity, Impartiality, Accountability, Respect, Leadership and Human Rights.
Qualifications and Experience
- Demonstrated experience in leading technical support for enterprise, ERP, or other business IT systems (required).
- Demonstrated experience in Maximo administration (desirable).
- Integration skills, including MuleSoft (desirable).
- Experience in reporting and analytics, change management, and product ownership (desirable).
- Relevant tertiary qualifications in Information Technology (desirable).
- Demonstrated experience using ServiceNow Service Portal (desirable).
Flexible Work Expectations
This role has hybrid working arrangements. For full-time employees, the department expects 3 days per week in the office, Melbourne CBD, in line with the VPS Agreement 2024. This role follows those same operational requirements: 3 in-office days, 2 remote days.
How to apply
Your application will need to include:
- a current resume, and
a cover letter (maximum 2 pages) addressing the key selection criteria. This can be found in the - .
Further Information
For more details regarding this position please see attached position description for the capabilities to address in application.
The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the&# 160;Department website and our Diversity and Inclusion page
Applicants requiring adjustments can contact the nominated contact person.
Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.
For further information pertaining to the role, please contact Kate Hazell – Director, School Asset Management Support via [email protected].
Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.
Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g large print) due to any viewing difficulties or other accessibility requirements.
Applications close 11:59pm on 24th August 2026
