Manager

Description:

This is an exciting time to join the Service Experience team as we look to the future, knowing that service delivery and the way we all access, design and build support services will be fundamentally different from today.

About You/ Role

The Manager, Service Governance is responsible for leading and managing the Service Governance team including providing leadership, strategic advice and planning to lead the design, implementation and operationalisation of an end-to-end service governance framework for support services. The role drives service excellence and improvement the effective service governance.

The role will consult with the Director, Service & Policy Governance on major issues arising during work performed, matters of significant complexity which may impact broader operations of the business or matters requiring a higher level of authority

On a daily basis, you will:

• Lead and manage a team of staff including work allocation, capability development and performance management ensuring high levels of team engagement and motivation
• Lead the development and implementation of the Service Governance Framework including leading the conduct of the governance forums, overseeing action logs and driving continuous improvement
• Provide secretariat support for Service Governance forums and Steering Committees including meeting coordination, minute taking and coordinating follow-up actions
• Manage a service governance process for the operational performance of all relevant support service functions
• Design, implement and monitor a mechanism for effective lines of communication between the strategic, tactical and operational service management groups
• Identify, establish and maintain collaborative and effective relationships with a wide network of internal and external stakeholders to successfully influence and achieve mutually beneficial project outcomes and ensure alignment to stakeholder requirements.
• Prepare and deliver presentations and briefings as required; evaluate and report on activities and outcomes against project and engagement objectives and statutory requirements, promote learnings among wider team and division, and advocate recommendations for improvement.