IT Operations Manager
Position Title: IT Operations Manager (2IC)
Reporting To: Head of Information Technology
The Australian Medical Association (AMA) is the most influential membership organisation representing registered medical practitioners and medical students of Australia. The AMA promotes and protects the professional interests of doctors, and the healthcare needs of patients and communities.
The Federal Secretariat of the AMA contributes to the achievement of this objective through the development of health policy to increase and maintain provision of world-class medical care to all Australians and undertaking advocacy activities on these policies and the main issues affecting members. This is achieved via a research based and campaign driven programs stream, and a stream focused on a portfolio comprising committee and issues driven priorities.
The Federal Secretariat also delivers relevant member services and works with members directly to grow and value membership of the AMA.
The IT group is part of the AMA Corporate Services Department, providing internal and shared services to state and territory AMA entities and subsidiary partners. The AMA is an energetic and dynamic organisation with ambitious goals, a nationally significant presence and a diverse and welcoming team environment. The AMA is centrally located in modern offices in Barton and can offer flexible work options, broad and diverse IT leadership opportunities and career development.
Responsibilities
We are seeking an IT Operations Manager to oversee our AMA IT opertions, including internal and shared IT services, service desk and associated services for telephony, membership platforms and call centre functions. This integral role will play a key leadership function within the AMA group, defining service standards, negotiating contracts and managing the performance of services in support of strategic enterprise objectives. The ideal candidate will have a background in technology with strong expereince in IT service management and be able to lead a team of IT professionals, negotiate and manage contracts to deliver high-quality services to our clients and possess great customer services skills while being able to manage and balance expectations and AMA capabilities.
The IT Operations Manager will have a range of responsibilities including, but not limited to:
- Define and document IT service offerings in consultation with key stakeholders, including key performance indicators, escalation pathways and prioritisation processes.
- Develop and implement IT service management policies and procedures.
- Manage the IT service desk and ensure that all incidents are resolved in a timely manner.
- Monitor and report on the performance of IT operations.
- Ensure that all IT operations are delivered in accordance with agreed service level agreements (SLAs).
- Manage relationships with internal and external stakeholders.
- Develop and maintain a knowledge base of IT service management best practices.
- Ensure that all IT operations are delivered in compliance with relevant legislation and regulations.
- Apply commercial acumen to IT service design such that services are efficient and sustainable.
- Training internal and external staff in key business technologies and service processes, developing and promoting awareness & information campaigns.
- Manage performance of key contracts relating to IT service functions.
- Lead continuous improvement of IT service delivery, including consultation with clients on service performance goals and key partners in service delivery.
Criteria
- Proven strong Stakeholder interactions: communication, negotiation & influencing
- Sound coordination skills to handle multiple concurrent assignments in a timely manner.
- Awareness or experience with industry service management methodologies such as ITIL.
- Relevant qualifications or a combination of qualifications and experience relevant to the role.
- Experienced / proficient in the use of data analysis, managing complex issues, and maintaining accurate records.
- Excellent written and verbal communication skills.
- Demonstrated experience mapping, negotiating and improving IT services.
This position description is not intended to be either prescriptive or exhaustive; it is issued as a framework to outline the main areas of responsibility at the time of writing.
Isn’t it broader than this? [IQ1]