IT Service Manager

OVERVIEW OF THE ROLE

The IT Service Manager position is part of the Information Technology (IT) Section within the Information Services Department. The IT Section manages and develops the Gallery’s information communication andtechnology (ICT) services both in the office and when staff are away from the office and emerging information technology requirements to meet our strategic and business needs.

The section provides the full suite of ICT services to enable all Gallery staff to access our IT network. This includes the applications we manage both on-premises and in cloud environments, and to enable reliable and safe devices for all staff to increase productivity and mobility. 

This is a pivotal role, leading the IT Service Desk team and Service Management function for the National Gallery. This role will lead a fundamental project to build our service management capability including development of Service Catalogue, ITIL processes to be built into our Service Management tool, redesigning how these services will be delivered to staff including change management and communication. 

Working in a small team the role will provide you with experience across all facets of IT Service Management, vendor management, ICT procurement, budgets and costings, infrastructure, end user computing, IT and digital projects. As well as contributing to the National Gallery’s strategic direction including the development of written briefs and presenting to the National Gallery’s Executive team, responding to audit recommendations and contributing to the forward work plan for the IT team.

This position reports to the Chief Information Officer (CIO) and is responsible for ensuring the day-to-dayoperations of the ICT section operates efficiently, is well organised and supports the CIO in delivering high quality outcomes and cost-effective services for the National Gallery.

The key duties of the position include:

DUTY STATEMENT

In accordance with the APS Executive level 1 work level standards, you will have the following key 

responsibilities:

1. Lead the IT Service Desk team and Service Management function including external providers. 

Provide technical support for level 2 and 3 escalations.

2. Actively contribute to the National Gallery’s strategic direction and implementation of suite of ICT 

strategies, in particular the ICT Infrastructure and Service Management action plan.

3. Implement key improvements to the Service Management functions build our service management 

capability including development of Service Catalogue, ITIL processes to be built into our Service 

Management tool, redesigning how these services will be delivered to staff including change 

management and communication.

4. Ensure effective risk management plans and policies for information systems are in place, monitored and updated regularly. Uplift IT Service Management processes for change, incident and problem management.

5. Manage vendor relationships and service contracts for delivery of hardware, software, infrastructure and support services and evaluate and report on the provision of these services.

6. License management across M365, Adobe and other products. 

7. Support business system administration staff and business system projects.

8. Undertake procurement and financial management activities including financial acquittals. 

9. Contract management including of our managed service provider.

10. Lead and deliver ICT projects and actively contribute to Gallery-wide projects.

11. Provide high level advice to a range of internal and external stakeholders, including written and oral briefs to Executive and Council. Represent the Gallery internally and externally.