Flexible working arrangements will be considered in accordance with the Department of Employment and Workplace Relations Enterprise Agreement 2024-27.EL1 Assistant Service Manager (ITSM Process Manager)Reporting to the Director, the Assistant Service Manager (ITSM Process Manager) is responsible for managing a team of process staff working with IT Service Management (ITSM) teams across the Digital Solutions Division to enable and ensure agreed ITSM processes are defined and being used effectively to maximise the sustainability, resilience, and operational availability of digital business systems for DEWR and its customers.This role offers a unique opportunity to redefine ITSM processes and plays a key role in operationalising these uplifted processes in a large division that supports major digital systems.You will work to define, support, refine, and quality assure processes across service-based incident management, holistic problem management, and managed and scheduled request and change management across ITSM processes.You will work to define ITSM processes and orchestrate cross-functional team contributions to these ITSM processes. As part of this role, you will not do incident management, problem management, or any other ITIL process.You will achieve this by working with others to standardise ITSM processes across the Division, educating IT staff and managers, and monitoring and reporting against agreed processes. You will work closely with ITSM staff and IT management to identify opportunities to continuously improve processes. You will work alongside agile-based delivery teams to ensure operational requirements are considered and delivered as part of technology projects.You will lead work to demonstrate the value of the ITSM processes to delivery teams, service managers, and IT Management. You will lead work to standardise recording, tracking, and reporting of issues associated with ITSM processes. You will work closely with people who perform ITSM and ITIL-based processes. You will communicate with stakeholders including managers, customers, resolvers, and others as necessary.You will have worked in a role leading and managing IT service delivery staff and you will have high-quality customer service skills. You will have the skills and knowledge to work closely with ITSM teams to help them adopt Division-wide standardised approaches. You will be willing to learn new ITSM processes and other skills to do your job effectively.You will report on the work of your team. You will actively work to identify and manage issues that block team progress. You will work independently under broad direction to deliver agreed objectives and outcomes.The successful applicant will receive the necessary training, mentoring, and guidance to perform the key responsibilities of the role and to advance their careers in the Australian Public Service (APS).The key duties of the position include:Planning, coordination and management of cross-functional process activities, ensuring that they are successfully executed towards goals and objectives.Manage the day-to-day work of a team of 3-5 staff performing administrative tasks.Implement, maintain and update the process, its controls, standards and procedures with input from all stakeholders across partners.Manage process activities end to end; and approve, authorise, and monitor workflow across the internal and external resolver groups / operational process contributors.Ensure standards and procedural changes are communicated to applicable stakeholders and management forums.Appoint the necessary representation to meetings and forums to ensure actions can be completed relating to the process.Facilitate and co-ordinate the necessary process improvement initiatives across the internal and external resolver groups / operational process contributors.Report and evaluate proposed changes to the process and standards.Provide management data to enable the reviews to take place for the effectiveness, performance and compliance of the process.Implement endorsed remediation controls where deficiencies are identified.Provide regular updates on process initiatives.Evaluate and recommend changes to process.Ensure compliance with business rules and report deviations.Articulate, propose and – after approval – work with the CI function to implement process improvements.Contribute ITSM process guidance and advice to project planning and agile processes as appropriate.Work under limited supervision.Advise senior staff on matters relating to ITSM.Coach, mentor and guide less experienced staff.Contribute to enterprise administration activities, including recruitment.Please note, under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency delegate has agreed, in writing.This is a designated security assessed position. The successful candidate will have the ability to obtain and maintain a Baseline security clearance.This selection process may be used to establish a merit pool. The pool might be accessed to fill ongoing and non-ongoing vacancies for similar roles in the Department over the next 18 months.RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: https://www.apsc.gov.au/recruitability Getting to know the Department of Employment and Workplace Relations (DEWR)We are the department that helps job-seeking Australians find safe, secure, and well-paid work while we ourselves strive to be a model employer. We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or retraining to take advantage of emerging employment opportunities. Secure jobs are vital—driving future economic growth and providing people with certainty. We focus on connecting Australians who are starting, advancing or changing their career with the relevant skills, knowledge and experience to gain or regain employment. Our work directly contributes to shaping the employment landscape. It is our unique purpose to help people realise their potential and we want you to be part of it. Underpinning our important work is our focus on culture. We recognise that how we do things is equally important as what we achieve. Our workplace is one where different perspectives are encouraged, people feel a sense of belonging and draw on the expertise of their peers. Our people demonstrate the APS Values, which includes being open, thoughtful, curious and candid. We also value employee wellbeing and developing leadership through investment in capability.#J-18808-Ljbffr