Head, Service Operations Branch

Overview

Leads and manages the Service Operations Branch, responsible for developing, communicating, and implementing processes for operational management and IT service transformation.

Key Responsibilities

• Develops, communicates, implements and reviews processes for strategic management in operational management.
• Leads and manages the creation or review of a strategy to meet business requirements.
• Provides advice regarding the application of specialism to planning and operations.
• Maintains knowledge in one or more specialisms.
• Forms, maintains and leads workgroups and individuals to achieve organisational objectives.
• Determines and delegates objectives and task responsibilities.
• Facilitates workgroups to deliver defined goals and outcomes.
• Provides support, guidance and suggestions to workgroups and teams.
• Plans and manages the acquisition and deployment of resources.
• Defines and manages the implementation of resourcing processes and tools.

Required Experience

• A minimum of 3 years post-related experience with a Bachelor’s degree; or at least 10 years extensive and progressive expertise in duties related to the function of the post.
• A minimum of three years of CIS engineering experience and 3 years of experience in the management of CIS systems either as a Project Manager or Service Operations Manager.
• Experience leading multi-disciplinary technical teams in areas such as desktop support, telecom, network, or cybersecurity.
• Demonstrable leadership characteristics and extensive experience in leading teams of CIS professionals under challenging circumstances and in complex environments.
• Knowledge and experience in the preparation and implementation of new or changed services.
• Knowledge in the management of performance of systems and services.
• Knowledge and experience of requirements’ identification, and their analysis and validation.
• Demonstrated experience in service continuity, incident response, and infrastructure support.

Qualifications

A Bachelor’s degree at a nationally recognised/certified University in a related discipline.

Other Details