Tech Business Manager

[What the role is]

You will be part of the team responsible for driving the transformation initiatives in MAS' end user computing environment, covering End-user solutions, asset management, service delivery, procurement, and budgeting.

You will play a lead role to drive proper asset management practices, service delivery, procurement practices, performance, and quality management in the end user environment necessary to support the organisation's digital transformation. You will also manage a suite of end user computing solutions, both at the agency and whole-of-government (WOG) level. You will lead a team of individuals who collectively oversee the above areas, taking accountability for team performance and growth.

[What you will be working on]

In this role, you are expected to:

End-user Computing

• Oversee the implementation and rollout of WOG initiatives in MAS in a timely manner.

• Tactical execution of new initiatives, ensuring proper communication and change management.

• Manage and oversee the products and service catalogue being managed by the Enterprise Platform division.

• Develop a deep understanding of the End-user computing environment, including supporting infrastructure, hardening standards, and baselines of end user devices.

• Transform the end user working environment, introducing new tools and ways of working to improve the overall user experience.

• Plan for and execute organization wide tech-refreshes, right-sizing overall spend.

• Manage the End User Computing assets, including the optimization of asset management processes, execute asset verification programs and ensuring compliance to Audit.

Service Desk Management:

• Oversee the team on Desktop support, IT Service Desk and VIP support functions to the organization.

• Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.

• Oversee the migration of the Service Desk between contracts, ensuring continuity and proper tracking of performance against existing and new SLA's.

• Take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post event reviews.

• Ensure that system procedures and methodologies are in place to support outstanding service delivery.

• Develop a deep understanding of projects to gain insights into scope of service delivery.

• Take accountability for service delivery performance, meeting customer expectations, and driving future demands.

• Analyse third-party and internal processes, and create strategies for service delivery optimisation.

Service Delivery and Quality Management:

• Recommend methods of improvements and manage the implementation of service delivery upgrades in a timely manner.

• Provide accurate and regular report to management on performance of the service delivery.

• Build strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

• Collaborate with various technical teams to set standards for software, hardware, and security.

Budget, Procurement and Forecasting

• Manage and execute the procurement of ICT systems, goods and services in a timely manner.

• Effectively engage and manage the project stakeholders to complete the procurement of goods and services on time.

• Understand the government procurement policy, ICT management policy, quality management policy and security guidelines to ensure the procurement deliverables are designed to comply with these policies and guidelines.

• Monitor spending patterns and implementing measures to promote adherence to budget.

[What we are looking for]

• Experience in dealing with third party service providers.

• Exceptional customer-facing skills.

• In-depth knowledge of escalation procedures, incident management, and other related protocols.

• Mastery of ITIL (Information Infrastructure Library) principles.

• Expertise in people management and leadership.

• Strong organisational skills.

• Can-do attitude, ability to work in an environment of uncertainty and drive stakeholders towards organisation-wide objectives.

• Self-driven, with good interpersonal and communication skills to be able to work independently as well as in a team.

• ITIL, Service Delivery and Operations and Program Management certifications preferred.

This is a 2-Year Contract. As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment. All applicants will be notified on whether they are shortlisted or not within 4 weeks of the closing date of this job posting

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