• Are you an experienced senior IT Service Management (ITSM) leader – nation-wide enterprise IT and mission-critical operational technology services
• Brisbane, Sydney and Melbourne – Tell us your preference!
• Flexible working with this permanent opportunity

The Organisation

Airservices Australia is a government-owned organisation responsible for the safe and efficient management of 11% of the world’s airspace and provision of aviation rescue fire fighting services at Australia’s busiest airports.

Our people are our greatest asset with a dynamic and diverse team operating from locations across the country - from bustling cities to regional and remote locations, including an island. This team keep are helping to secure the future of Australia’s skies and keep it amongst the safest in the world.

We connect people with their world safely – linking family and friends, generating economic activity, creating jobs, and facilitating trade and tourism.

Airservices is committed to fostering a culture that is diverse, inclusive, and respectful.  We encourage motivated individuals who love what they do, value a service first mindset and embrace a challenge to explore a career with Airservices. In return you will be a valued team member, be offered flexibility and experience a meaningful career in an exciting, ever-evolving aviation industry.

The Role & The Team

You will be a valued and integral member of the Service Management & Operations management team, building and leading a high-performing and accountable team, playing a key role in the successful delivery of service outcomes for customers within Airservices. This role provides national coverage, and you will be responsible for managing the performance outcomes of the Service Management team.

You excel at motivating, encouraging and inspiring the development of an effective, efficient, ethical, and high performing team with a clear focus on the delivery of planned outcomes and the continual development of individual team member capabilities.

Responsibilities:

You will be instrumental in maturing the service management to meet the future needs of  Airservices Australia, aligning with industry best practices.

Working across the service lifecycle, this stakeholder facing role will lead an operational team of professionals to improve service performance, uplift service reporting and insights, embed and standardise service management practices to achieve technology service delivery excellence.

This role provides national coverage, and you will be responsible for managing the performance outcomes of the Service Management team spanning both the design and integration of service management solutions, and the operational service management practices.

Your wealth of experience will ensure the continuous planning, implementation, management, measurement and improvement of service management processes, procedures, tools, and techniques in order to monitor and manage the performance of systems and services to ensure optimal service outcomes.

Regularly engaging with senior leadership and stakeholders you will align service management practices with business objectives, integrating with other frameworks and ensuring optimal service outcomes.

Management of resources is key to effectively meet project demands, ensuring appropriate support levels with internal and external resources.

Qualifications, Skills & Competencies:

Refer to the SFIA framework key skills in the attached Position Description.

Competencies

• A strong customer service ethos, putting the customer at the centre of services and solutions.
• Comprehensive working knowledge of IT service principles and frameworks e.g., ITIL, SIAM, ISO20000, COBIT, processes, ITSM tools, and best practice methods.
• Extensive demonstrated experience in transforming and operating Service Management teams and functions, maturing capability (people, skills, processes, tools, and templates) to deliver value to customers and the organisation.
• Significant knowledge and experience of contemporary trends and developments in IT Service Management (ITIL and SIAM) with a solid understanding of current and emerging issues.
• Experiencing driving continual process or service improvement initiatives, including developing and promoting a culture of continuous improvement
• Sound understanding and knowledge of IT service reporting and analytics.

Qualifications

• Tertiary qualifications in a relevant field and/or equivalent experience leading a customer focused IT Service Management function within a large/complex organisation.

Skills  

• Proven leadership and people management skills, with experience building effective high- performance cultures that improve service outcomes and develop and retains staff.
• Demonstrated analytical and problem-solving skills that ensure that underlying problems are identified, and robust action plans are enacted.
• Experience in writing executive level reports, briefing papers and memos, and developing business cases.
• Strong interpersonal and communication skills with the ability to develop effective relationships and influence key stakeholders at all levels in the organisation.

 Please see the link below to view the full Position Description:

 PD - Manager Service Management.docx

The Person

• Highly developed relevant skills that ensure your senior leadership gravitas is extended to the broader business outcomes and that stakeholder value is achieved and delivered
• Exceptional verbal communication and ability to share the story with resilience and passion for the adoption of standardised service management practices
• Highly honed influencing, listening, mentoring and collaboration skills

At Airservices Australia, we embrace and thrive on diversity of thought, perspectives, and capabilities because we know the benefits of having a workforce that is representative of the community that we serve. We appreciate everyone is unique, and acknowledge diversity in thought leads to greater transparency and improved consideration in our decision making.

We believe a diverse workforce supported by an inclusive culture is central to our success. We actively encourage and welcome candidates from all cultural backgrounds, gender identities, people living with disability and Aboriginal and Torres Strait Islander peoples to apply.

Security Clearance

To be eligible to apply, you must be an Australian Citizen or a Permanent resident as an Airservices Background check is required for this role. Please refer to the security check requirements successful applicants will be required to undertake as part of the recruitment process.

Should you require any further information please contact Christine Collins, TA Partner at Christine.collins@airservicesaustralia.com

How to Apply

To apply for this position please lodge an application online before Applications close 11.55 pm (AEST) Tuesday 29 April  

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