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Senior IT Manager- ServiceNow Platform, Monitoring and Configuration

Apply now Job no: 53806834
Brand: Australia Post
Categories: Digital
Work type: Permanent Full Time
State: VIC
Location: Melbourne

You might think you know us, but we’re transforming.  

In this rapidly evolving commercial landscape, we’re changing too.

And we’re only getting started.

The e-commerce landscape is changing at a rapid pace and Australian business, consumers and the broader community require services that are relevant to how they will transact, get online, shop, pay and deliver.

Australia Post’s strategy involves helping our people, customers and communities build a better future delivering to everyone, everywhere, every day. We have strong opportunities ahead to better connect people as we pivot to a digital world.

What does the role involve?

As our Enterprise Workflow, Config and Service Monitoring Manager, you will be accountable for the strategic and operational delivery of the following domains:

  • Enterprise Workflow delivery leveraging the ServiceNow Platform toolset
  • Management of CMDB and Asset Database, associated toolset and data structures 
  • Service Monitoring and Capacity Management

Along with your teams, you will drive operational excellence, cost & service efficiency, and continuous improvement via the use of common tools, frameworks, resources, practices, policies, partners and platform across all accountable domains. This role will also look at optimising the strategic offerings to simplify maintenance, accelerate transformation and improve customer experience.

In addition to the above, the role will also involve:

  • Developing and maintaining the strategy and vision for areas of accountability, collaborating with technology and business stakeholders to deliver the roadmap of activities to support the strategy and deliver value;
  • Being accountable for enabling and evolving Workflow, Config and Monitoring services at Australia Post, ensuring consistent and cost-effective usage across the enterprise;
  • Designing and building long term user centric strategies and sustainable and reusable services to deliver new experiences and unlock business capabilities;
  • Ensuring all new / modified services have sufficient support guardrails in place to deliver an effective, scalable, and maintainable service to relevant stakeholders;
  • Being accountable for engagement and adoption of Workflow, Config and Monitoring services including business relationship management, stakeholder satisfaction and vendor and contractual management; ensuring services meet the commercial and service outcomes for the enterprise;
  • End to end management of workflow solutions, CMDB and assets, service monitoring and capacity management services including service level agreements and the provision of service and performance metrics and reporting;
  • Participating in in-flight reviews and health checks of projects and making solid recommendations for actions and following up on implementation improvements;
  • Responsible to ensure that new technologies introduced are fit for purpose, integrate with existing environments and are operationally and commercially sustainable;

What are we looking for?

  • Must be an expert in two or more service technologies in the accountable domains i.e. ServiceNow, CMDB, Asset Management, Service Monitoring, Capacity Management with proven operational history in a third or more, demonstrable hands on experience highly desirable;
  • Ability and experience to interpret and provide input to complex IT designs;
  • Excellent management of high-volume incident and change request requirements.
  • Strong background in service delivery models and managing 3rd party outsourced services;
  • Hands-on experience in the design, implementation and support of ServiceNow platform, CMDB, Asset management, Service Monitoring and Capacity Mgmt solutions;
  • Experience with technology project delivery and digital transformation;
  • Proven initiative through effective problem management with demonstrable improvements i.e. reduction in incidents, improved SLA, improved availability and reliability etc;
  • Experience streamlining the service by using robust process and automation wherever possible;
  • Demonstrated experience using automation and orchestration toolsets to optimise process and time to deliver;
  • Previous experience managing large team/s of SME’s as a People Manager and ability to build effective and positive working relationships across multiple business areas and influence outcomes.

In brief, you will drive new ways of working across Technology and  broader teams and deliver complex and large-scale changes while minimising enterprise risk; responding rapidly to changing business requirements.

A natural people leader who is used to being the KEY engagement point into the enterprise, managing key business, technology and vendor stakeholder relationships. You will have a customer service and people first mentality to deliver business outcomes.

What it’s like to work here?

Such a diverse organisation means a career at Australia Post Group can lead down many paths. Our culture is built around the Customers we serve and the communities in which we operate, and it takes the best quality people and teams to ensure we deliver our services to everyone, everywhere, every day. For us, an engaging, enjoyable, challenging and supportive work environment is the foundation for great performance, which is why your attitude and your passion is just as important to us as your experience. We provide flexible conditions that enable you to grow whilst enjoying genuine work-life balance.

We believe investing in our people is good business.

That’s why we have team dedicated to career coaching and support for our employees. And we know that your life outside of work matters. So, while we work hard, we also have a culture that promotes a genuine work/life balance.  

Together, our differences make us stronger.  

With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post, here. If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at inclusivecareers@auspost.com.au.  

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.    

Ready to join the transformation of Australia Post? Click apply now, to help shape our tomorrow.  

Advertised: AUS Eastern Daylight Time
Applications close: AUS Eastern Daylight Time

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