Overview
The Head, Service Management Branch will be responsible for developing, communicating, implementing, and reviewing processes that embed strategic management in operational management. This role involves providing advice on the application of specialism to planning and operations, and leading workgroups to achieve organisational objectives.
Key Responsibilities
- Develops, communicates, implements and reviews the processes which embed strategic management in the operational management of the organisation.
- Provides detailed and specific advice regarding the application of their specialism to the organisation's planning and operations.
- Forms, maintains and leads workgroups and individuals to achieve organisational objectives.
- Determines and delegates objectives and task responsibilities to individuals or teams — including people management responsibilities as appropriate.
- Facilitates workgroups to deliver defined goals and outcomes.
- Provides support, guidance and suggestions to workgroups and teams to learn collaborative problem solving and improve their team performance.
Required Experience
- A minimum requirement of 3 years post-related experience.
- Exceptionally, the lack of a university degree may be compensated by at least 10 years extensive and progressive expertise in duties related to the function of the post.
- Significant experience in IT Service Management, Service Delivery, or Customer Support management roles.
- Experience managing service performance against formal Service Level Agreements.
- Proven experience in customer relationship management, stakeholder coordination, and customer-facing service roles.
- Experience leading teams, managing staff resources, and developing personnel.
- Demonstrated ability to operate in matrix organizations, with exposure to multi-stakeholder environments and complex governance structures.
Qualifications
• A minimum requirement of a Bachelor’s degree at a nationally recognised/certified University in a related discipline.
