Manager IS Services

Corporate Services

Other Conditions
Australian Citizens and Permanent Residents only.

Substantive Equality Statement
Lotterywest promotes a workplace that seeks to include and welcome the unique contributions of all people. We encourage applications from a diverse field of people including Aboriginal and Torres Strait Islanders, people from culturally diverse backgrounds, and people with disabilities. At Lotterywest employees are supported in organising flexible work arrangements, where business operations allow.

Job Description
Reporting to the Senior Manager IS Operations with the Information Services group the IT Services Manager is responsible for all aspects of the organisations tiered support of service delivery and technical infrastructure.

The role has the following key focus areas:
• Customer service – Delivers excellent customer support, through a ‘single point of inquiry’ service desk and field technicians, where service standards are monitored and customers well informed
• Technology support - Ensures internal and external technology systems are well supported, that system change processes are successfully implemented and that there is a quick response, resolution and reporting of system outages
• Technology reliability – Ensures technology applications (including business critical gaming systems), infrastructure and communication networks have high availability, and are current, maintained and secure
• Relationship management – Develops and maintains productive partnerships with business critical service providers and key gaming stakeholders

Key Responsibilities 
Strategy
• Develops and recommends innovative processes that improve IS’ operational efficiency and effectiveness
• Contributes to innovative and effective long term strategic planning to ensure technical infrastructure and tiered support of service meet long term needs
• Supports the operational service delivery functions of Lotterywest through managing the work activities and deliverables of the Service Delivery team
• Identifies, initiates, recommends and delivers new and innovative methods and strategies which contribute to the efficient delivery of technology solutions

Leadership
• Leads a technical support team in the delivery of ICT Services
• Develops a highly motivated and engaged team, and leads and supports the team members professional and personal development initiatives
• Leading, managing, monitoring, measuring and reporting on service contract delivery obligations
• Leading and managing the effective resolution of technical problems relating to information and communications technology infrastructure, communications networks and database management

Operational
• Implements approved processes that offer a high level of customer service, with a customer centric model that delivers services, sets expectations and engages the customer
• Effectively manages service and supply contracts with regular performance reviews and timely contract renewals
• Reports on agreed service levels, system capacity, availability and backups
• Coordinates work effort and manages the team priorities across the Technical Infrastructure group.
Reporting
• Assists with audit and risk compliance, and reporting regarding IS operational systems and services as instructed by the Senior Manager

Stakeholder management
• Maintains appropriate and effective relationships with team members, other business units, service providers and staff
• Undertakes customer feedback surveys to gauge customer satisfaction
• Leads, manages, monitors and measures service contract delivery and engagement with all suppliers
• Reports to Senior Management on contract status or non-conformance with contract agreements
Other
• Other duties as required

Mandatory/Special Role Requirements
• Drivers Licence
• Police Clearance
• After hour’s work/On-call responsibilities

Selection Criteria
1. Demonstrated extensive experience in managing a service desk in a commercial environment to deliver high standards of service that meet agreed key performance indicators
2. Highly-developed technical, analytical and problem solving skills, with experience in managing a technical infrastructure environment
3. Demonstrated considerable experience in developing and managing relationships with internal and external customers and stakeholders communicating and effectively influencing and negotiating desired outcomes
4. Demonstrated high level experience in technical infrastructure systems and support, with knowledge of cloud, network and server architecture
5. Demonstrated knowledge of ITIL practices and applying IT Service Management
6. Demonstrated knowledge of contract management principles and the management of external service providers

Required Qualification
Degree or industry qualifications in information and communications technology or a related field of study and/or a minimum of 5-years managing a service desk and technical infrastructure teams in a similar role.

For Further Job Related Information
Enquiries about the role can be directed to Steve V Jones, Senior Manager IS Operations on 9488 6339.

Application Instructions
Please download the job pack below and refer to the job pack for instructions on how to apply.

Suitable applicants may be considered for future similar employment opportunities during the next six (6) months at Lotterywest.