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IT Service Manager

NSW, Sydney
Posted on 13.04.2017
550.00 -> 700.00 per day

Contract Position
Great working Environment
Excellent Rates of Pay

Our Client, NSW Government is seeking a Service Request Fulfilment Specialist to join the team.

The primary purpose of the role is to support and assist with the operational governance of service requests for access management, infrastructure and application services from initiation to completion and closure, including issue resolution, quality control, prioritisation and review.

This role will support the triaging and reviewing of service requests, and assist with the coordination of request fulfilment across multiple support groups and third party suppliers. This role requires a strong working knowledge of request fulfilment processes in large complex organisations.

Key Accountabilities:

    • Assist with the review and validation of service requests to ensure required information has been provided, required approvals have been sought and that all requests are appropriately recorded.

    • Support the request triage process to subsequent planning and implementation, and follow the appropriate process and governance model to ensure compliance (e.g. for BAU standard request vs. simple infrastructure requests vs. complex / bespoke requests)

    • Perform, support and assist with the co-ordination activities of the end to end service request fulfilment process including the planning and coordination of standard, simple and catalogue requests. Assist in the co-ordination of request fulfilment across internal support groups and suppliers, including sequencing and scheduling, and monitor collaboration and communication between suppliers to ensure business expectations and service levels are met.

    • Engage with the requestor and other customer stakeholders when the request needs to be revised, has been rejected, fulfilled or cancelled.

    • Work with various teams to provide specialist or expert support in the fulfilment of technical service requests across the cluster. Provide advice and support on technical elements of services provided, and participate as a project team member when required to provide specialist knowledge and expertise to fulfil project outcomes.

    • Assist with the management of escalated service requests and engage with support groups and third party suppliers to support completion within SLA targets. Assist with the review of supplier request fulfilment reports, and reporting and insights generated by the Service Reporting and Analytics team
    • to identify adjustments or improvements required to the process, and proactively respond to service delivery issues.
    • Create and maintain the request fulfilment process documents (flow chart, roles and responsibilities, knowledge articles etc.) to be used by the Service Request team, application portfolio teams, end users and suppliers and ensure that the process is designed in a manner consistent with the Process Quality Framework and Software Asset Management policies, standards and interfaces.

    • Collaborate with the Continual Service Improvement team to analyse and identify improvements to the request fulfilment process.

    • Proactively identify and escalate potential risks and also contribute to the development of risk management plans and risk mitigation activities to ensure best practice risk management.Key


    • Coordinating the request fulfilment process across multiple support groups and third party suppliers in a complex, federated organisation undergoing significant business and technology change.

    Key Relationships:

    • Manager , Service Request Fulfilment

      • Escalate issues, keep informed, advise and receive instructions

      • Provide regular updates on key projects, issues and priorities

    • Team Members

      • Work cooperatively within the team, exchange information and assist other team members to achieve team objectives and work outcomes

    • Support Groups

      • Govern and coordinate the execution of the request fulfilment process across support groups

      • Act as a point of escalation

    • Service portfolios

      • Escalate supplier related process, delivery or service level issues to the appropriate service portfolio team

    • Continual Service Improvement

      • Analyse and identify improvements to the request management processes

    Key Requirements:

    • Previous Government experienced preferred

    • Tertiary qualifications in a relevant field. Relevant IT service management certification/s

    • Experience performing service management role/s with request fulfilment responsibilities, collaborating and engaging with multiple parties including third party suppliers

    • Experiencing assisting and supporting the coordination of request fulfilment in a multi-sourced delivery model, in particular for technical infrastructure services (e.g. provision of a virtual machine with appropriate network connectivity)

    • Sound knowledge of infrastructure services and technologies including data centre and compute platforms and products, collaboration and productivity suites, network services (voice, mobile, data)

    • A working knowledge of IT service principles and frameworks including ITIL, process tools, frameworks, and best practice methods

    • Ability to work additional hours outside of normal working hours

How to Apply?

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