The key duties of the position include The Role The duties of an APS 5 ICT Service Manager occupation in Defence include the following (note: not all duties are required to be performed during a 12 month performance cycle): Monitor and report on supplier performance, customer satisfaction, and market intelligence. Accountable to update and distribute new and revised quality standards related to ICT service provision. Research and identify actions required to maintain or improve levels of service and initiate and report on these actions. Understand and apply knowledge of the system's current functionality and related Defence hardware and software products. Build and sustain effective relationships with team members and actively participate in team work and group activities. Engage with relevant stakeholders and understands their expectations and concerns. Resolve problems using expertise, taking the initiative to identify alternative courses of action. Design solutions to issues impacting on the achievement of desired outcomes. About our Team The ERP Support Organisation is part of the Enterprise Resource Planning (ERP), a key enabler of the One Defence reform agenda. ERP will standardise and integrate critical functions needed to run the Department into a single SAP platform resulting in a major capability uplift for Defence. The HRPCS Directorate is responsible for the sustainment of enduring systems (existing systems that will continue to be used, such as PMKeyS), legacy systems (old systems that will be progressively decommissioned) and new ERP systems coming online. This directorate supports our military and civilian workforce through the continuous development and sustainment of key HR & Payroll, and Case Management applications. The SCMC Directorate is responsible for the operation, maintenance and through life support of Supply Chain systems that support Defence logistics capability. These services include the maintenance of the systems configuration baseline, the provision of customer support, resolution of incidents and problems, the maintenance and refinement of the systems operation, support for IT Control Frameworks, and the ongoing assurance that the systems are meeting stakeholders needs including managing logistics service transition. The EAMS Directorate is responsible for the operation, maintenance and through life support of Engineering Asset Management applications, which support the Defence capability. This service includes maintenance of the systems configuration baseline, the provision of customer support, resolution of defects and the maintenance and refinement of the systems operation. Our Ideal Candidate The successful candidates must have demonstrable and well-developed communication and relationship management skills, an ability to communicate with influence towards stakeholders across all levels of the organisation. You will need to be able to utilise your experience towards building team capability through coaching, feedback and quality improvement. We are looking for motivated individuals that are keen to take ownership and deliver outcomes. We want to hear from you if you have the following experience and skills: Strong initiative and judgment in interpreting policies and applying procedures. Demonstrated strong analytical and problem solving skills and be passionate about improving service delivery. Experience in business management and administration. Experience with Microsoft TEAMS and records management. Strong analytical skills and attention to detail. Ability to identify, anticipate and respond to business needs to resolve complex issues through well-developed stakeholder management skills. Ability to build and sustain effective relationships with team members. Knowledge of continuous improvement methods and techniques. Strong time management and organisational skills. Well-developed written and verbal communication skills. The ideal candidate would have a background in service management, with some, or the ability to quickly learn, knowledge of ERP and technical ICT concepts. Experience in project management/support and relevant skills would be advantageous. For the technical roles, your experience should reflect an ability to use business requirements and functional specifications/technical designs to inform both manual and automated test strategy, plans, and scripts.