Senior Manager, Service Management, Performance & Customer Experience

• Permanent, Full Time Role
• Flexible work arrangements available
• Burwood East location

About Triple Zero Victoria

Triple Zero Victoria (000VIC) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.  

This integration of emergency services communications within 000VIC is unique in Australia and rare worldwide. The team at 000VIC is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.

About the Role

The Senior Manager, Services Management, Performance and Customer Experience role is multi-faceted and will be responsible for leading a team of product owners and Subject Matter Experts (SME) to improve the ITIL capability and related tools in Triple Zero Victoria.  The role will enhance preventative maintenance activities related to the problem and incident management systems and in the future, move towards predictive and self-healing systems.

The role is also responsible for ensuring that the Emergency Communications Information Services (ECIS) team performance and metrics are both captured reported correctly to all stakeholders, as well as enhancing the Service Desk and End user computing capabilities. Furthermore, the role will oversee the improvement of the customer experience for both internal and external stakeholders, through various technology platforms such as CRM. 

Day to day responsibilities include:

• Manage service design and service performance of key computer systems to meet the organisation’s current and future requirements. 
• Contribute to the ITIL processes for management of services and support systems, ensuring the upgrading and support of the applications and related systems.
• Liaise with external customers with the Product Owners to ensure the highest quality of service to internal stakeholders. 
• Collaborate with contractors, vendors, and stakeholders to monitor Computer Aided Dispatch (CAD) releases and other CAD changes.
• Collaborate in the development of CAD (and other system) migration and strategic technology roadmaps.

As part of the ECIS team, you may be required to travel or transfer between your primary work location and other 000VIC sites to effectively carry out your duties. Normal working hours are 38 hours per week between 7 am and 7 pm, Monday to Friday. You may be required to work reasonable overtime.

About You

As a Senior Manager, Service Management, Performance and Customer Experience, you will have excellent communication skills, as well as an understanding of Incident and Change Management processes. Additionally, it is also anticipated you will bring:

• Strong customer engagement and focus on customer service, knowledge of IT Service Management.
• Extensive experience in a large organisation, offering critical services and supporting 24x7 environment.
• Demonstrated ability and understanding in change management, continuous improvement, and delivery implementation. 
• Strong people/leadership skills and demonstrable current experience in leading a high performing team.
• A strong ability to manage conflicting technical system demands from identification through to resolution.

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

• Employee assistance program for employees and eligible family members
• Discounted health insurance, banking services and gym membership
• ‘Memberlink’ discount card, accepted by 1,000's of retailers and services providers
• Free staff parking at all our sites
• Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, diasability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.

How to Apply

Click the ‘Apply’ button which will direct you to the 000VIC Careers Portal. From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.

Please note: all applications must be submitted via our 000VIC Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.

Alternatively, for a confidential discussion, please email Careers@triplezero.vic.gov.au.

Recruitment agency applications will not be accepted.

Applications must be submitted by 11.59pm, Sunday 5 May 2024.

Other Relevant Information

Applicants must be an Australian or New Zealand Citizen or a Permanent Resident. If you have applied for an ongoing position, you can only be considered for a fixed term period of employment that does not exceed your visa term. Employment will be subject to providing evidence of your Australian working rights.

Preferred candidates will be required to complete a Pre-employment Medical Declaration, with employment subject to a National Police Check clearance.

If you require any adjustments to the recruitment and selection process, please do not hesitate to get in touch with Triple Zero Victoria's Talent team via Careers@triplezero.vic.gov.au.