Primary purpose of position
The Multi-provider Service Integration and Management Manager will work with the Technology Planning team to design and establish the Service Integration and Management structure to support the program in establishing technical outcomes from multiple external and internal suppliers. This role will focus on establishing the governance framework needed to ensure delivery in a multi-vendor environment aligned to the contracted and agreed service levels.
Key accountabilities
The Service Integration Manager is responsible for the planning, direction, support, execution and leadership of technical integration and data services, related to programs and operational initiatives across the organisation. The Manager is accountable for providing stable, scalable systems integration and API architecture solutions that meet both the business demand and the strategic objectives. Importantly, the manager builds meaningful long-term relationships with all key stakeholders on a day-today basis as well as foster an effective team environment for technology services division.
The successful candidate will action improvements in accordance with established policy, guidelines, standards and procedures including the Agency values and Code of Conduct.
Ideally you will be responsible for and have proven experience in the following:
- Extensive integration services and data interfaces experience and API centric knowledge
- Relevant technical management and integration / data interface team leadership experience
- Proven experience improving application support processes and metrics, developing and implementing policies, processes, and procedures on application support, change management, release management and continuous development exposure for data interface development
- Proven experience in managing and motivating staff and leading cross functional teams
- Proven experience in stakeholder management and building strong business relationships
- Proven experience is managing tenders for software applications, data interface (API) services
- Proven experience in establishing and maintaining operational metrics and managing vendors
- Proven experience in improving operational and support processes
- Demonstrated ability to create, implement and manage end to end technical integration development, design and architecture of solutions, for both operations and projects
- Experience working with sensitive information in security-conscious environment
- Demonstrated ability to deal professionally, tactfully and effectively with various stakeholders (both internally and externally) at all organisational levels, and build ongoing trust and rapport
- In-depth understanding of Microservices and API management, programming languages, operating systems, data-warehousing, web services and development platforms
To be successful in the role, you will have:
Knowledge & Skills
- Experience in Service Integration and Management
- Demonstrated ability to work in a multi-client/vendor environment
- Demonstrated ability to prepare resource and project budgets
- Significant experience in business analysis
- Superannuation industry knowledge and experience at an operational level
- Experience with defining and reporting against SLAs and KPIs.
- Experience in establishing Continual Service Improvement (CSI) processes in conjunction with outsourced service providers.
- The ability to establish and maintain relationships with multiple Service Providers and undertake Customer Management.
- Provide subject matter expertise and leadership in service management
- Good understanding of business analyst tools and methodologies
Experience
- IT Service design
- IT Supplier Management
- IT Service Integration Governance
- Service Delivery Management
- Program or Project management
- Extensive experience with SIAM & ServiceNow (highly desirable)
- Exceptional collaboration and communication skills
- A strong understanding of Federal Government business drivers
- Exceptional dispute management and conflict resolution skills
- A strong understanding of Risk Management
- Experience with reporting against SLAs and KPIs
- Experience with board management responsibilities for relevant ITIL processes, Services Delivery and Operations Management
- Experience in establishing Continual Service Improvement (CSI) processes in conjunction with outsourced service providers
- The ability to establish and maintain relationships with multiple Service Providers and undertake Customer Management
- Provide subject matter expertise and leadership in service management
Qualifications
Service Integration and Management Professional Certified (desirable), Knowledge and deep understanding of IT Infrastructure Library offerings (ITIL 4)
For more information or to apply, please contact Carissa Burgos on 02 9137 8700 quoting Job Reference: 239796
