About this job
Location: Manuka, Canberra ACT
Employment Type: Full-Time, Temporary (6-Month Contract)
Salary Range: $155,907 to $168,549 plus superannuation (based on skills and experience)
Start Date: Immediate
Closing Date: 11.55 pm, Sunday 13 October 2024
About the Role
Catholic Education, Archdiocese of Canberra and Goulburn (CECG) plays an integral role in education in the ACT and NSW, operating 56 Schools and nine Early Learning Centres (ELCs).
The Catholic Education Office (CEO) provides corporate services to the CECG system of Schools and ELCs. These Service Areas include; Education and Performance Improvement, Catholic Identity, School and Family Services, Strategy and Special Projects, Finance and Infrastructure, Information and Communication Technology (ICT) and People and Culture.
The Service Delivery Manager (SDM) is responsible for ensuring that ICT services are delivered to meet business objectives and service-level agreements (SLAs). This role oversees the complete lifecycle of ICT services, from planning and design to deployment, operation, and continuous improvement. The SDM ensures seamless ICT operations, manages vendor relationships, handles escalations, and drives process optimisations to enhance service quality and efficiency
CECG is committed to workforce diversity and creating inclusive workplaces. We welcome applications from suitable candidates from all diversity groups to support our system of Schools and ELCs in delivering quality education outcomes for the students in our care.
Benefits and Opportunities
- Positive and collaborative workplace culture
- Attractive remuneration package
- Support for professional development and study opportunities
- 24 weeks of paid parental leave (maternity/adoption)
- Laptop and mobile phone provided
Key Responsibilities
- Define, plan, and manage the delivery of IT services to align with business goals and meet SLAs.
- Management of the Service Delivery Team, ensuring the delivery of standard and equitable support to all system schools using agreed frameworks.
- Oversee the full lifecycle of IT services from concept, design, and deployment to operation and ongoing improvement.
- Handle critical escalations, working with IT teams to resolve incidents and communicate with impacted users.
- Manage the IT service desk to ensure efficient resolution of end-user issues and service requests.
- Ensure that tickets are prioritised, assigned, and resolved within the defined SLAs using ITSM tools (e.g., FreshService).
- Lead large-scale IT initiatives, managing project timelines, budgets, and stakeholder expectations.
Qualifications
- Bachelor’s degree, professional qualification, or equivalent experience in an Information Technology related subject and Project Management.
- Working with Children’s registrations in NSW and ACT (WWCC and WWVP)
- Driver’s License.
Selection Criteria
- Demonstrated ability to define, plan, and manage the delivery of IT services aligned with business goals and SLAs.
- Experience in managing the performance, development and workload of an internal service delivery team.
- Proven experience overseeing the full lifecycle of IT services, from design and deployment to ongoing operation and continual improvement, ensuring seamless and efficient day-to-day operations.
- Ability to handle critical escalations, collaborating with teams to resolve complex incidents.
- Proven experience in overseeing the development and maintenance of an ICT service catalogue.
- Demonstrated ability to manage an IT service desk, ensuring efficient resolution of end-user issues and service requests.
- Demonstrated ability to manage vendor relationships, ensuring compliance with SLAs and contract obligations.
- Extensive experience in monitoring vendor performance and promptly addressing any issues that arise to maintain high-quality service delivery.
- Experience in developing and implementing Service Improvement Plans to improve service quality and operational efficiency.
Please refer to the position description for in-depth details regarding the criteria and skill set required.
Other Eligibility Criteria
- You must be an Australian Citizen or Permanent Resident to be eligible to apply for this position.
- Appointment is subject to satisfactory employment screening for child-related employment in accordance with CECG policy.
Application Process
Applicants must submit a cover letter addressing the Skills, Attributes and Experience section in the position description and a current resume.
For further information about the role and Catholic Education Archdiocese of Canberra & Goulburn, please visit the website and position description.
If you have any questions about the recruitment process, contact Amy Tallon, Recruitment Team Leader, on 0459 943 831 or via email at amy.tallon@cg.catholic.edu.au.
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