ICN Service Manager

At the Department of Justice and Community Safety, we’re looking for people who want to make a difference. People who take pride in their work. People who get things done. People who are committed to making Victoria a safer place.

We embrace diversity and strive to have a workforce that reflects the community we serve. We’re all about recruiting the best people, regardless of gender, age, disability, religion, sexual orientation or cultural background. If you think you can do the job and would be a good fit for our department, we’d love to hear from you.

The department is committed to the safety and wellbeing of children and recognises that children’s rights need to be respected, their views welcomed and valued, and their concerns taken seriously and acted upon.

If you require adjustments to the recruitment and selection process, or require an alternative format to any of the application material, please don’t hesitate to get in touch with the contact person listed on this ad.

For more information on working with us and our recruitment process, please visit justice.vic.gov.au/careers

We’re proud of the important work we do across Victoria. Want to be part of it?

• Utilise your ICN Service Management expertise
• Fixed – 30th June 2027, Full-Time
• VPS Grade 6: $130,673 - $174,869 plus superannuation

The Department of Justice and Community Safety (the department) is seeking an ICN Service Manager to provide a critical role within Emergency Management Technology and Data

About the Business Unit

EM Technology and Data is responsible for both national and state technology platforms that enable communications to and from the community, sector operational communications and sector information systems. The EM Technology business unit is responsible for delivering the following the key functions of: Strategy & Enterprise Architecture; Investment Planning; Support & Development; Procurement & Program Delivery and Vendor & Contract Management.

About the Role

The ICN service manager is responsible for the overall monitoring, reporting, and maintenance of the ICN platform and products. They will manage and lead a team of ICT experts optimising technology infrastructure through monitoring of platform performance, ensuring the day-to-day operations of the ICT section operates efficiently and is well organised.

Some of your duties will include:

• Establish and improve maturity of ITIL processes including incident, change, problem management and transition into support.
• Manages service through periods of change including transitioning services between service providers.
• Ensure internal and external teams adhere to processes.

To learn more about this role before applying, please read the attached position description.

About you

To be successful in this role, you will have:

Technical Expertise

• Proven experience in a Customer Service Management/Service Delivery role
• Excellent stakeholder management skills
• Experience establishing and managing managed service providers using a SIAM and ITIL service methodology.
• Assist platform service delivery with service integration and other duties including 24/7 on call support.
• Extensive reporting experience to provide insights into trends and improvements.
• Experience managing backlog prioritisation with platform owners, reporting plans and progress.
• Experience with JIRA and Service Now management tool implementations and reporting.
• Excellent commun