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Transition Into Service – Enterprise Service Management

Apply before 6PM (AEDT) on: Tuesday, September 28, 2021

Australian Capital Territory


Agency / Department

Department of Agriculture and Water Resources

Experience Level


Employment Type


Expected Rate (inc. Super)

$100 per hour***

Overview and Responsibilities

The Chief Information Officer (CIO) leads the Information Services Division (ISD) and is responsible for the management and delivery of Information and Communications Technology (ICT) services across Australia and overseas for the department. The CIO develops the department’s ICT strategy, with ISD responsible for ICT systems and associated capability to deliver business outcomes for the department, working in conjunction with key ICT service providers. The Client and Cyber Services Branch is responsible for supporting our client’s ICT needs and looking after Cyber Security. The successful applicant will work with the Client Services team to drive a program of work responsible for the delivery of an enterprise service management capability. This position will report to the Director of Client Services and will be supported by a team of project support staff. The Enterprise Service Management Project is being delivered under the Digital Foundations Program of work using the Scaled Agile Framework. Key deliverables over the next 12 months include: -Leading a sourcing program to consolidate IT Services Desks and the ITSM Platform following a Machinery of Government change in 2020 -Implement a Single User Portal, Single Service Catalogue, consolidate the knowledge base. -Automate workflows ie DevOps to ITSM -Inventory of Digital Assets -Implement monitoring of digital services and associated assets - - Report and manage service levels. Why? In the 2020-21 Budget, the government invested $328.4m over 4 years in measures to improve the ease of doing business for agricultural exporters. We will achieve this by modernising our trade systems, cutting red tape, and streamlining regulation and service delivery for exporters. A large portion of this investment is focused on commencing the upgrade of the ICT services that underpin our export systems and the business processes that support the delivery of export regulatory services to agricultural exporters. This investment will:
•simplify interactions between farmers and exporters and the department in the delivery of agricultural export assessment and certification services
•reduce the regulatory burden on industry through streamlined and integrated systems that remove unnecessary costs and delays for exporters
•protect the value of agricultural exports by ensuring the integrity of systems through mitigation of export system outages and improvement of the cyber security of information. While the improvements under the Busting Congestion program, which the department has established, will benefit agricultural exporters, the resultant uplift of our ICT services will also have a significant flow-on effect on the quality and range of the digital services and underpinning ICT services we provide to our clients and staff more broadly.

Essential Criteria

1. Detailed understanding of IT Service Management and Operations and demonstrated experience leading ‘Transition into Service’ processes/activities in a multi-vendor environment.
2. The ability to quickly get up to speed on the department’s digital transformation journey.
3. High level communication and interpersonal skills, including the ability to liaise effectively with a range of stakeholders and negotiate with business and technical personnel.
4. Demonstrated experience working in a multi-vendor environment, leading diverse teams to achieve a common goal.
5. Demonstrated experience developing a range of templates and implementing new business processes across a diverse workforce.

Desired Criteria

Not Applicable for this opportunity

Security Clearance

Ability to Obtain baseline clearance

Contract Extensions

1 x up to 12 months

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