Osborne Richardson are public sector recruitment specialists with over 30 years’ experience.  Our IT Division is headed up by an IT Project Manager with over 20 years' experience running complex projects, so when you engage with Osborne Richardson, you are working with a recruitment consultancy who has walked the walk.

• To 21 Aug 26
• $80/hr + Super
• 35 hour week
• Hybrid / Blacktown

About the role:

This role reports to the Chief Digital Officer is responsible for the implementation and activation of Council’s IT Service Management (ITSM) and its related processes: Incident Management, Request Fulfillment, Problem Management, Configuration Management, Change Management and Knowledge Management.

Accountabilities:

• Coordinate the operations of the Information Technology (IT) Help Desk team to ensure high-quality services to Council including compliance and reporting on Key Performance Indicators (KPIs) to management
• Implement, operate and execute a range of ITSM processes interacting with other technical teams, Council employees, vendors and other stakeholders
• Provide subject matter expert advice in IT Infrastructure Library (ITIL) and other relevant methodologies, perform analysis and establish frameworks, workflows, charts and diagrams defining systems capabilities and processes
• Coordinate the completion of the Digital Services security and assurance calendar with the Governance Section
• Manage IT licence allocations and alert management when additional or fewer licences are required
• Ensure the high-quality delivery of services by the IT Help Desk with high levels of customer satisfaction and short resolution times on incidents and requests.
• Provide high quality Digital services to the Mayor and other Councillors.
• Provide expertise on escalation items from the IT Help Desk Team Leader for issue from the IT Help Desk.
• Develop talent, foster learning and growth through mentoring and on the job training.
• Develop and own the IT Infrastructure Library (ITIL) processes including Incident Management, Request Fulfillment, Problem Management, Configuration Management, Change Management, and Knowledge Management for Council.
• Produce and maintain process documentation, standard operating procedures, work instructions and other documentation.
• Collaborate with product owners, system administrators, system engineers, developers, end users and vendors to ensure process compliance and utility.
• Update and maintain the IT Service Management (ITSM) system, including identifying process improvements and self-service.
• Oversee the completion of internal and external IT audits.
• Coordinate the completion of audit actions with the Chief Digital Officer and other relevant stakeholders.
• Chair the Change Advisory Board and other ITSM committees.
• Manage the Change Advisory Board escalation process.
• Manage and coordinate urgent VIP and complex issues.
• Facilitate post-implementation reviews of changes and releases.
• Escalate to the Chief Digital Officer if an unauthorised change is discovered.
• Educate Council and IT on the Change Management and other IT Infrastructure Library (ITIL) processes.
• Report on Change Management activities.
• Keep up to date with ITSM innovation and suggest and implement process/service improvements to Council.
• Support Council meetings and other after-hours events.
• Coordinate updates of the Information Security Management Framework
• Work with stakeholders across Council on initiatives involving ITSM.
• The management of volunteers if required by the role.

Experience:

• Degree qualifications in Information Systems Management, Information Technology or a related field
• In-depth experience implementing and managing ITSM processes in a similar organisation
• IT Infrastructure Library (ITIL) v3 Foundation
• Demonstrated experience coordinating Information Technology governance and assurance activities
• Current class C driver’s licence.
• ITIL Intermediate certificate in Release, Control and Validation or Service Transition or Operational Supports and Analysis
• Project management certification
• Understanding of Microsoft operating systems, routing and telecommunications, enterprise storage systems, data centre operations and cloud systems.

Thank you for your interest. We regret that, due to the number of applications received, we will not be able to respond to all applicants.